Maintenance and support
The availability of qualified advice and help for users is essential in order for any information system to truly fulfil its purpose.
First line support is responsible for providing help to users and for solving issues for which a known solution exists. In situations where no solution is known or the issue cannot be solved right away, the first line support offers a workaround where and passes the issue on to the second line support to find a final resolution. Second line support manages cases where there is no current solution and more effort is required. Second line support analyses, designs, tests, and implements solutions so that they can become standardized. The goal is to completely resolve incidents and issues as quickly as possible and to fulfil the services level agreement.
PHCS capitalizes on its more than 10 years of experience in the area of providing user support and maintenance of IT solutions. On a long-term basis, we support and maintain different information systems that are critical for our client’s business. We continuously work on modernizing our approach and tuning it to current requirement and needs.
Reliable user support
PHCS first line support assists users in order to solve issues and incidents. it operates on the principle of an active and immediate search for information in database of issues and solutions. The know-how necessary for providing first line support is kept in a knowledge base that is regularly updated. Our knowledge base contains user documentation, lists of all known issues and their solutions, distributions of workarounds and backup solutions. The procedure for reporting issues and communication with the helpdesk is standardized, every requirement is recorded and solution progress is traced.
Second line support is based on the term of PHCS specialists with the knowledge and background necessary for the identification, analysis, and solutions of any problems, besides non-standard issues, it is also deal with small change and adjustments, the second line support team is also responsible for complex requirements such as migration to a higher version of key technology.
IT solutions menaissance is a long-term project. In order to permanently keep the highly qualify of services, it is necessary to thoroughly document that activity and required know-how. Regularly updated services documentation is essential in order to achieve the goals of fast information search and separating knowledge from individuals. All communication between the services provider and client is standardized and documented. The user can always monitor the progress of works both on-line and in regular services reports.