Rose Technical Help Desk
The Rose Technical Help Desk provides technical issue resolution for the following support areas:
- Call Centers
Rose deploys an effective combination of onsite, offsite and offshore solutions to the best advantage of our clients:
- Onsite - client infrastructure management
- Offsite/offshore - regular issue resolution, relationship management and performance management of the project
Rose uses various support media for effective issue resolution. These are time-tested and proven media:
- Instant Messenger with remote administration and application sharing functionality
- Voice support with Voice over Internet Protocol (VoIP) advantages
- E-mail support
Rose uses various technologies and tools to enhance the performance of the technical help desk. These are:
- QTicket - an ASP.NET, Web-based ticketing software for authentication, trouble ticket management, work flow management, Service Level Agreements (SLAs) and performance measurement tracking.
- Index Server - an ASP.NET, Web-based knowledge base and search for effective First Contact Resolution (FCR).