Maintenance / Spare Parts / Training
The Sonplas Helpdesk is divided into a total of 3 levels:
is the initial contact with the customer. The customer, however, has employees that have a basic IT training but have not specialised in any area. The requests are made, among other things, by mail, phone. If the problem can not be solved at the first level, the problem will be forwarded to the second level.
consists mostly of better trained and experienced personnel. They usually have more time to deal with individual problems and they are the interface to the third level. The second level’s job is to train the first level.
deals with the problems that could be solved neither at the first nor at the second level. The third level is not just one team as in the case with the two first mentioned levels but it consists of several expert teams that have specialised in one subject.