RCR Technology provides a customer centric approach to supporting our clients technology needs with flexible Help Desk support and services for a variety of industry leading applications, our own custom software applications and various hardware platforms. We utilize an industry leading automated software support platform which provide meaningful reporting capabilities and performance metrics. We can create a support program that supports your needs.
Help Desk Support Services
- Live Solution Technical Support during Defined Business Hours
- Remote Support Capability
- Electronic Problem Ticket Submission Process
- Automated Response Acknowledgement and Update Process
- Multi-Level Support Services Approach
- Escalation Approach Based on Support Issue Severity
RCR Technology uses a support ticketing system iSupport, (iSupport Software®) to create and track support issues that may occur. This tool is also the primary communications platform for ticket creation through final issue resolution and ticket closure.
A Help Desk support request can be created in one of two ways:
- Call for Assistance by a Staff Representative
It may be necessary for an RCR Technology Help Desk support representative to connect to your computer and either control or view your computer screen. If required, you will be instructed to generate a secure remote support session to allow access to your machine.
Multi-Level Support Structure
RCR Technology provides multiple levels of support options for our supported end users.
Self-service repository of relevant documents, news and other user resources. Additional archived content includes current versions of all assessment tools, training materials, User’s Manual, technical support information and FAQ’s (Frequently Asked Questions).If support issues exist, a support ticket request maybe placed to the Help Desk (direct call or email) which will document all required information including user contact information and a description of the support requirement issue.The Help Desk will verify the support request and urgency of resolution to characterize the support issue based on the following priorities:
Help Desk technician responds and works all low priority tickets. If the resolution cannot be identified and completed within 60 minutes, the ticket is escalated to a Level 2 developer for further analysis, remediation and resolution.
Help Desk (Level 2 developer) receives and works all tickets based on priority. If the resolution cannot be identified and completed with 24 to 48 hours; the ticket is escalated to a Level 3 architect for resolution.
Help Desk (Level 3 architect) receives and works all tickets based on priority to resolution and will remain engaged on the support ticket until a resolution is completed. RCR Technology senior management will be actively engaged in the process of problem identification, remediation and execution plan for issue resolution.
Help Desk Communication and Escalation Process
Upon completion and submission of the Help Desk Request Form, the support ticket initiator will receive notification from iSupport to confirm receipt the support ticket had been received and processed. Additionally, the support ticket initiator will receive email updates when the support ticket is escalated or closed as summarized in the workflow diagram that follows at the end of this document.
All Medium or High priority support tickets are immediately forwarded to Level 2 developer or Level 3 architect as required.
Weekly Help Desk team meetings with senior management from RCR Technology will review all open support tickets and Help Desk performance metrics to ensure compliance to stated service level performance expectations.
A monthly report summary of Help Desk activities for the previous month support tickets will be generated and forwarded to our client. All open/closed tickets that were formally logged into iSupport will be included in the monthly status updates.
The following information is captured and summarized on all Closed Help Desk support tickets:
- Time Spent on Call
- Problem Resolution
- Completion Date
- Agent Completed the Work
- Length of Time to Problem Resolution