With our highly acclaimed Service Desk we are giving you Single Point of Contact - SPOC. One phone number will cover all your IT needs. We deliver Sweden's best IT support to customers like PEAB (construction), och Barnombudsmannen (Children's Ombudsman). Our customers help us stay in shape and we have proven that it is possible to provide a combination of stellar service levels together with a very comeptitive price point.
SPOC stands for Single Point of Contact and means that Idenet Service Desk is the spider in the web of all the questions or orders that are reported by phone, web or email. All cases are recorded in a case management system and handled according to the priorities and procedures that are agreed with you as a customer. As a hub for all matters involved Idenet Service Desk work with many suppliers and manages all matters under the SLA in force and makes sure that no cases would fall between two stools. In order for users to be able to know what is happening with their cases Idenet Service Desk reconnects on a regular basis to the users. How often the feedback is due to the agreed SLA such as the severity of the reported problem affects you as a customer, etc. As a customer you have a customer account that provides regular statistical reports to you for the reported cases, divided in each category and priority. Account Managers can also act as project manager to coordinate small projects.
How it works
Via a personal telephone number you come in direct contact with qualified employees on Idenets Service Desk that provides tutoring in all possible IT problems. This means that we in addition to ordinary matters also receive cases relating to special applications, Internet communications and warranty service for hardware, based on agreed policies. If the substance is outside Idenets core competency our responsibility is to forward it to the right supplier. We monitor that the matter will be resolved within the agreed time. This means that you can devote yourself to other things.