NIVID APPROACH - Helpdesk support for Hardware, Software and Network problems

Services Process

NIVID adopts a three-tier approach to problem-solving, based on the complexity of the queries.

Tier 1: At this level, NIVID Help Desk agents coordinate with the customers in finding a solution pertaining to network, computer or application issues and perform trouble shooting over the telephone. When appropriate solutions are not reached, then the query is escalated to Tier 2.

Tier 2: Our Tier 2 staff are capable of resolving more complex queries on hardware, software and network problems.

Tier 3: When the problem is beyond the scope of Tier 2, our Tier 3 experts take over to resolve customer queries with individualized, high-end onsite support.

NIVID SUPPORT® MODEL makes effective use of Helpdesk, Remote and Onsite services to serve our customers on time and produce quick turnaround times.



Technological Benefits

NIVID’s Help Desk is built on state of the art products and technology to provide multiple accesses to customers. The salient features are:

	Single point of contact - Advanced technology aids NIVID Help Desk in serving as a single window center that can access all information on customers and facilitate interaction with the organization.
	Proactive services - NIVID prevents problems arising out of disruption of business processes.
	Multiple Access Points - NIVID uses a range of technologies to deliver better service and access to callers via the telephone, fax, e-mail or the Internet.