Xact™ Service Desk
Through Xact™’s Service Desk, clients have access to live and historical performance statistics and trend analysis relating to every aspect of our support service.
Xact™ can integrate with any helpdesk system to capture calls and allocate them to categories, each defined with its own SLAs and baseline information. As the fault or service request is raised, assigned and completed, the system records related cost centre information, site, team and other data.
Using this information we provide live 24x7x365 online reporting back to our customers. Among other things, the statistics are used to help our clients carry out root cause analysis on their service faults, helping improve service delivery and reduce support costs.
Manages the moves process and helps to co-ordinate information between the teams involved with moves. Xact™ retrieves asset information previously captured from a move to reduce the time it takes to carry out a desk survey. iPad’s are used to capture desk information which can be immediately updated into Xact™ using 3G/4G.
For each desk position documents are uploaded which illustrate connectivity between the individual equipment elements on the desk as well as connectivity to the comms room.
Customers can view moves statistics through Xact™’s Customer Portal which will provide details around volumes, assets and cost centres as well as information on pending moves.