Helpdesk Services, is the central point of contact for the entire Netwings services portfolio. Netwings's comprehensive helpdesk solutions can incorporate a wide breadth of activities from a complete customer service desk, handling product and company inquiries, through to entitlement checking, service subscription advice, technical support, and full call management.

The scope is totally scaleable, the hours of cover are totally flexible, and multi-lingual service is not a problem. The helpdesk is branded to your business with tight SLAs underpinning the service. Highly skilled helpdesk service agents offer timely and effective service, that guarantees excellent customer service. Netwings helpdesk is not only a technician with a phone providing support and guidance on all major IT hardware and software equipment, from desktop to network and servers ; it is also the link to all world major manufacturer knowledge database, the memory of your IT history, the performance analyzer of your end users, and the organizational brain to coordinate all your IT service needs.

Netwings helpdesk service offering includes particularly :
	Call managementsingle point of contact and management of the call from logging to closure through resolution, routing to the appropriate service providers, monitoring and escalation. This entitles the production of further call statistics reported to the Customer.
	Problem managementwhether internally or through existing contracted service providers the helpdesk will route and monitor the call until completion, raise alerts and start escalation procedures should a resolution not been reached within the agreed service levels.
	Technical support second line of qualified engineers to handle specific technical issues on agreed hardware and software equipment. Should on-site intervention deemed necessary, the Netwings helpdesk will arrange for the dispatch of an engineer if this is included in the service contract or will direct to a contact service point (providing all relevant information) for the provision of such service.
	Service management includes reporting activities (daily/monthly), service reviews and suggestions for productivity enhancement (see also Managed Services).
	Other services options may include virus handling, integration to your asset register database and link for the provision of the entire Netwings Desktop Services portfolio. Netwings has the technology and experience to help your company set up helpdesk facilities in your premises. From technical guidance to training of your call operators Netwings will be delighted to discuss any helpdesk project that you want to undertake.