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.
The two prime objective of the NWNS Service Desk are 1) to represent our customer in the field and 2) to facilitate the resolution of customer issues as quickly as reasonably possible but always within the terms and conditions of the service level agreement (SLA) between NWNS and its customer. Furthermore, the NWNS Service Desk provides a central point of contact to ensure that all calls and tickets are followed up and problems resolved efficiently. Summarising:
As a general rule, if the functionality of the network is not providing you the results you anticipated and you can’t get it fixed yourself then contact the NWNS Service Desk.
First step: Customers can initiate action by submitting a query to the NWNS Service Desk. There are 3 ways of doing this:
Together with all the required basic facts such as site specific information, a clear and detailed problem description, the level of service expected, it is important to include all supporting documentation such as screen prints, sample reports or any other helpful information. The supporting information you provide will help NWNS to analyse the problem and to present an efficient solution.
What’s next: Within minutes of submitting your service request, you should receive a confirmation e-mail notifying you that your request has been entered into our system and that a ticket number has been assigned. Typically you can expect operator response within 30 minutes of receiving such an e-mail confirmation.
Our service desk operator will first attempt to resolve your problem without organising for an on-site visit, however an on-site visit may be required after further investigation of the problem.
Summarising: NWNS receives all customer calls in a ticketing system. NWNS assigns a unique ticket number and priority ranking to all new incoming calls and responds to a call based on its ranking. The call receives a priority code as discussed under Call Priorities and Action. The NWNS Service Desk operator solves the problem, documents the solution, notifies the the customer and closes the ticket. If there is more to it, the operator can escalates the call to Customer Support or Development Support.