The VisionID Help Desk is a Professional Team of Multi-lingual technicians trained to deal with various first and second level issues via multiple contact streams.

English Italy Spain France Germany

The Help Desk provides the VisionID client with a fast and efficient way to resolve issues of most complexities that may arise from client business processes and needs through the leveraging of state of the art technology and professional, expert industry standards training, by way of phone, email and remote support, finally culminating in on-site engineer visits if deemed necessary.

 


 

Services

 

       

First class help and support via phone, email, chat and remote control up to level 2 issues and can further escalate issues to level 3.

First contact in RMA and repair requests as well as liaising between client and Professional Services.

Create updates, monitors and maintains incident ticket generation for client problems.

Managed Services on behalf of the client, leveraging the power of SOTI MobiControl to configure, deploy, update and manage the clients’ mobility devices, providing a fast and efficient response to the clients’ needs.


 

Supports and Solutions

 

       

Email

Generally the first and most basic line of support that is provided to clients, it is at this point that the first steps of discovery is initiated and appropriate decisions about further actions are agreed, it is also the general method used to resolve most level 1 issues and enquiries.

Phone

Where more interactive communication is necessary the phone option is used, usually this solution is provided to contract customers and for customers wishing to pursue possible warranty claims. This method may also be supplemented with remote control/connection to deliver appropriate results.

Remote

Leveraging the latest in remote solutions that provide a safe and secure method to remotely support a client on their own premises, providing a faster response time than traditional onsite support, as well as providing an efficient method to deliver training and how to guides.

Managed Services

Providing a hands off solution for the client, allowing them to concentrate on their business process, the VisionID Help Desk can manage, configure, deploy and report on the clients’ mobility devices through state of the art MDM solutions.


 

Supporting companies of all sizes from SME’s to multi-national enterprises 

 

 

What our clients have to say
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"Having worked closely with the VisionID helpdesk I found that the operator always led to a successful resolution of the issue in just minutes. When bigger issues occurred, they were carefully dealt with and the operator kept me updated on the status of the ticket. The service desk operator has always promptly offered support and worked hard to minimize the related waiting time."

Mauro Ricci - Location Agency Manager Lazio

Hertz Italiana srl

 

 

Meet our Helpdesk staff

HARRYO'MALLEY

CLAUDIA PROVIZI

ANCA STANCIU

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