For instances where we have deployed devices as part of our Mobile Managed Service offering; we can provide helpdesk support up to a full 24 hour, 7 day level if required. As well as logging calls we can re-install software remotely if necessary. Should a device fail the agreed checks or physically be damaged to prevent operation an RMA number will be issued by the helpdesk.
The Barcode Warehouse can provide a set of pro-active helpdesk management tools. By using remote device management software, the helpdesk has visibility across the whole estate of deployed hardware. It is possible to provide pro-active device management relating to the performance of individual devices and provide feedback directly to each site or operator where known.
We also currently provide telephone support for customer applications if required. Dedicated helpdesk operatives are trained to a very high level by the customer initially and then by our own team in the use of the customer's application. We then provide 1st and 2nd line support to the customer with 3rd line support being handed back to the customer's solution provider. Our 3rd line support still handles the relationship with the end user but also manages the relationship with the service provider, with SLA/KPI elements captured throughout the process.