S1 maintains a centralised help desk and support facility. This is further supported by the software product suppliers, via an escalation and management process to ensure that all client related issues are dealt with in the most expedient manner.
S1 offers a comprehensive Help Desk operation that provides the following functionality:
- Receiving, registering and recording (on the Company's Intranet) all Help Desk enquiries (Service Requests)
- Escalating the Service Request to appropriate software engineers for resolution of the problem
- Informing the Client who raised the Service Request that the Service Request has been logged (Service Request accessible via the Intranet) and escalated
- Monitoring the progress of the resolution of the Service Request
- Receiving, registering and recording (on the Company's Intranet) the resolution to the Service Request
- Notifying the Client of the outcome of the resolution and distributing the resolution to the Client
- Closing the Service Request when appropriate and archiving the solution for future reference
- Full Reporting