Service desk level 2 for banking software

Execution:
From 2009 to 2019
Technical information:
Manage Engine Service Desk Plus, Oracle and SQL Server Data base, TOAD, Kanbanize, Clear Quest, Jira, Web Logic, IIS, IBM Lotus Notes among others.
Project Descriptions
Our clients have understood that having software solutions has many responsibilities since at any moment it could happen inconsistencies or bugs which cause inappropriate usage of the systems. That’s why our service has acquired Service desk level 2 from Tegucigalpa, Honduras. Our consultants address incidents reported by users from some regional offices in (Costa Rica, Nicaragua, Honduras, El Salvador, Guatemala and Panama)

The following are some of our consultant’s functions:

  1. To know technically the client’s software. Before addressing software our consultants study its technical and functional design to provide support to the user when an incident occurs.
  2. To receive calls from the user areas and address their requests. To register queries, requests and incidents occurred on the software, whether through emails, phone calls, or in person on the Manage Engine and Kanbanize tools for their documentation.
  3. Analysis and maintenance for low and medium impact requests as recommended and also applies its operation through the help desk
  4. Revision and validation of documentation, scripts, deployments in all changes to be made in the software before being sent to be approved.
  5. Close and normalization of all the clear quest requests for emergency and change of proceedings.
  6. Training in all the involved software areas where the service desk has been involved.
  7. Development and support of software parametrization, creation and changes of data and objects from the data base.
  8. Generation of annual reports lists of clear quest and Business Objects support which the user areas request.
  9. Management of all the changes and passes on to production through clear quest tool.

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