ServiceDeskKey Benefits and Deliverable to customers
Dedicated Account Support Manager (ASM):
One dedicated account support manager will be assigned for each customer, customer can contact the ASM within the coverage windows for any technical support service request or advice related to covered IT systems, if the ASM is not able to respond or to be reached within 1 hour, customer can contact the backup ASM for help.
Advanced Remote Support Tool (PSS):
We employ a self-developed advanced remote support tool (Portable Support System) and Remote Server to deliver our service. Either the customer or our support professionals can access our back end support resources anytime, anywhere, without requirement to install any software, or any configuration.
Incident Management and Tracking:
All service requests will be logged by our Account Support Manager and the central service management system, all unsolved and prioritized service requests/incidents will be alerted to the customers, the Account Support Manager and the company management team on a timely basis and throughout the incident life cycle.
Escalation Management:
Per their priorities and urgency, all unsolved service requests will be escalated to upper level to resolve within a certain period of time. This makes sure that all unsolved incidents will be handled by their respective owners and will be treated according to their priorities.
Best Practice and accredited IT professional:
MMe adopts the industry best practice (ITIL) and hire accredited IT professionals for the support delivery, thus ensuring the quality of the services to customers.
Other Optional Services:
MMe also offers below add-on services to help managing your IT assets;
• Asset and Configuration Management
MMe will record customer's IT equipments and keep track of their
latest configuration and status, such as location, warranty expiry date and
vendor, repairing history and etc. MMe will provide inventory
list to customer on a timely basis.
• IMAC
IMAC stands for Install, Move, Add and Change, MME will provide
these services to customers either on a project basis or a period basis.