Reference: ITENOS – Service Desk for Clients
We manage the customer hotline and the ITENOS ticket system for commissioning and fault clearance.
International Telecom Network Operation Services GmbH (ITENOS) is an independent IT service provider and part of the Deutsche Telekom AG group of companies with around 220 employees. The IT and TC experts at ITENOS plan, implement and operate individual customer solutions for IT infrastructures, connectivity, access controls and managed services.
Fast AM service cesk for business networking
As an extension of the in-house IT, the experienced AM team supports ITENOS in the area of connection fault clearance and commissioning of routers. Contact is made via hotlines. In the ticket system, enquiries are recorded by the AM GmbH service desk team, analysed and competently processed centrally according to SLA.
The Success Story
To relieve the IT department, we have been supporting the company since 2018 in the area of fault acceptance and router commissioning. Contact with customers is made via a telephone hotline and a ticket system.
Customer enquiries are recorded, analysed and competently processed by our service desk team. The support provided by AM GmbH offers ITENOS relief for its own specialists and also ensures a regular workflow.
As an IT service provider, ITENOS has been offering customer-specific solutions in the field of IT and telecommunications since 1993. It has its own data centres at several locations in Germany.
Our experts support ITENOS colleagues for a variety of different customers in configuring, commissioning and finally testing the routers intended for the site.
The work carried out is documented in a test protocol and made available in a central ticket system for further processing. In this way, the high quality of the support can be permanently guaranteed.
"The integration into our processes went quickly and smoothly. After just a few days, the AM colleagues provided us with committed and active support. From then on, the cooperation was very cooperative and smooth."
Klaus Becker
- Head of Department "Production & Service" at ITENOS
Another task of AM GmbH is the recording of connection faults of the customers. These must also be qualified and a fault clearance must be carried out.
The hotline staff check whether the fault is a problem with the line or the router. In the meantime, the person reporting the problem is professionally guided by telephone to quickly and easily remove the fault and restore the functionality.
If this attempt is unsuccessful, the AM takes over the coordination for the technical department, the management of the entire fault clearance process as well as the monitoring and compliance with agreed SLAs.
