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.

The 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.

Objectives and expectations

Terms and procedures
Tickets | Escalation | Complaining