FEI Systems operates a Service Desk that manages communication with system users, incidents, and service requests. Our Service Desk professionals provide knowledgeable help, training, and troubleshooting assistance to FEI-hosted systems users by phone, email, and system user feedback. We accommodate high volumes of user inquiries and surges without compromising the quality of assistance, situation-specific guidance, or accurate documentation.
FEI Systems’ approach is to operate a shared Service Desk of cross-trained professionals who serve users of multiple systems. This enables us to nimbly scale up for anticipated and unanticipated Service Desk volume surges. Our Service Desk professionals address incident and problem management; change, configuration, and release management; service requests; and knowledge management. They provide help, training, and troubleshooting assistance to the entire user community for our systems. For some systems, FEI’s Service Desk operates between 7:00 a.m. and 7:00 p.m. Eastern and provides the assistance by email, phone, and internal feedback communications. When needed, we scale up to provide 24/7 Service Desk help.
We use Ivanti Service Management Solution as our service desk ticketing system. This cloud-based SaaS solution captures such data as the Service Desk representative, contact source, contact/reported-by information, open date and time stamp, current status, status changes, descriptions, escalation level and history, resolution, and priority. We use inContact as our call center software solution. This cloud-based service desk workforce management solution interfaces with Microsoft Skype for Business as the telephony platform. It is highly scalable and customizable, captures plentiful help desk data and generates data reports to identify trends and develop Service Desk reports.
Using Ivanti and inContact, FEI expertly tracks, documents, and reports requests. These automated systems allow us to track the entire workflow. With this information, we continually adjust and refine our Service Desk services to address emerging trends. Our Service Desk provide robust functionality, high availability, and easy scalability.