Span On Site Support Team

Span On Site Support Team


1500+ monthly resolved tickets We are about to visit one of our good customers. They’re having problems with their wireless service. I usually work with a single larger customer, which means I’m on-site every day. 100.000+ kilometers per year We provide maintenance services for their computers, servers, mobile phones, printers and software. The SOS Team is very important to customers since their entire business process can theoretically be interrupted if their computers stop functioning. That’s when our SOS Team comes in and enables them to keep working as usual. troubleshoot response time – 2 hours We try to treat everyone equally, to create a sense of security that reassures them that we’re there to solve their problems, not to highlight their lack of knowledge. constant maintenance, regular check-ups, on demand arrival One such customer recently contacted me as they were having a strange problem with one of their computers. When I arrived there, whenever I clicked on any icons on the desktop, it would move all the way to the right. I’m sitting there, trying to figure out what’s going on – is this the result of a script gone haywire? It turns out an employee managed to get a small pendant stuck beneath the right arrow key. Of course, it all functioned properly when we pried out the pendant from the keyboard. The only rule is that we are a team. 26 SOS team members This means we don’t act as individuals, but work together first and foremost. If someone learns a new skill or information he should pass it on to others so, generally speaking, knowledge of one individual equals the knowledge of the team. Time to get back to work. 50+ customers

Author: Kevin Mason

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