Help Desk

RayCom’s Help Desk , is designed and adapted to fully serve the needs of computer systems of the modern enterprise. Provides comprehensive support services via telephone in matters of software and hardware 24 hours a day, the whole year (24x7x365).

Help Desk provides technical support to companies – customers of RayCom, either  they are customers with technical support contracts or not. The customer is serviced with a single telephone call, which is routed either to the contact point of the enterprise, or a ticket RFA (Request For Action) is issued for the case.

The ticket is routed to the appropriate department which takes over the processing of the request. At any point of processing the customer's request, they can be informed of the progress, and at the end, the customer is informed about the outcome of their request and the process followed. This kind of tickets, can be issued by customers for any kind of requests to RayCom, either they involve technical support, or any other application. In terms of technical support, routing of requests is made to qualified engineers with extensive experience and expertise, properly trained to resolve any request for technical support. For the above operation, our company has:

• Call center with highly trained staff to make best use of.
• Telephone call management program and automatic rerouting either as phone calls or as tickets for RFA.
• Update of the client at regular intervals or whenever asked about the status of their request.
• Automatic database update on the status of any request.
• Database with the most commonly occurring problems.
• Database with operations to solve the most commonly occurring problems.