NWNS Service Desk

a.k.a. Help Desk or NOC

The NWNS Service Desk (also referred to as “helpdesk” or “NOC”) primary task is handling and closing incoming trouble tickets. 

In order to support NWNS customer’s missions (and more), our multilingual, geographically spread customer service teams are available 24/7, 365 days per year.

Our teams provide support for all NWNS products and services, monitor networks, dispatch field support, and assists in solving network connectivity issues. Another responsibility is upgrading, or taking on nodes in a new or existing network. Providing possible, NWNS adapts to its customer’s exact service support wishes and requirements. This applies to the support of new – and existing infrastructure and potential legacy systems. 

The NWNS Service Desk is reactive and follows strict procedures. Without exception, every action must be backed up by a new or existing ticket number. Opening a new ticket is easy and on-line, and so is monitoring its progress and eventually the entire process.

The NWNS Service Desk represents its customer in the field.

NWNS customer service is about people. And – with people – magic formulas don’t exist. It’d be wonderful if all we needed was a cheatsheet of say and don’t say phrases. Unfortunately, things aren’t that simple.

Over the years we’ve found out that good customer service isn’t always about knowing the right answer. Often, it’s about finding the right answer so that our customer doesn’t have to.

At NWNS we want – but realistically we can’t – always promise a solution by a given time. What we can do is always promise an update. Delivering on that promise doesn’t just keep our customer informed about the status of their request, but it’s another opportunity for us to build trust and let our customer know that we truly understand and care about the inconvenience they’re experiencing.

We know we are not perfect but we want to be among the best.

NWNS Help Desk Objectives and Expectations

Terms & Procedures

Tickets | Escalation | Complaining