PAXATO, part of SOFTWIN Group - Service Desk, un serviciu care devine necesar pe piata romaneasca

Softwin earned a vast experience on the Service Desk service Romanian market; the first implementation was in 2001, in 2002 we became Service Desk Institute member and in 2003 we launched our own Service Desk solution, called f@ster, which includes the best domain practices.

Determined by the economical environment general improvement, the Romanian companies focus more and more their resources in the activity automation processes. The most important key factors that have contributed to the development of the software products usage rate are: the necessity for a faster access at the essential pieces of information, the necessity to generate various reports and analysis based on the processed information and nonetheless the growth of the databases stocking capacity.

This tendency generates a series of secondary issues. Any software program requires a minimum training period for its future users. Otherwise, the company will end up realizing that it engaged in an important acquisition that cannot be completely productive as the employees encounter a lack of using experience.

The problems don’t stop here; even though the software providers supply training courses for the company’s employees, it has been demonstrated that this measure is not sufficient. The training activity dedicated to the operating procedures of a new solution strictly covers only general themes. Therefore, in most cases the user does not have the necessary time to assimilate all the elements learned in such a short time. In this context, it is required the implementation of a Service Desk specialists team to permanently ensure employees support.

For an accurate image of a professional Service Desk service and its benefits we interviewed Mr. Ervant Balaceanu – SOFTWIN Service Desk Manager.

First of all, how does SOFTWIN understand the Service Desk concept?

Ervant Balaceanu: By Service Desk SOFTWIN understands offering his clients a complex system of tracking and solving issues received from the IT equipment and programs users. This system requires a Service Desk analyst team, specific equipments and technologies, a knowledge base, operator’s task managing procedures, specific procedures of customer relationship management and analysis and reporting procedures.

What makes the difference between SOFTWIN and other Service Desk offers on the market?

The large equipment and applications suppliers usually offer Service Desk services for their products. The small companies that compete in offering maintenance and support services but only for the most known products represent another market bench segment.

Nevertheless, the companies do not need maps with “blank” regions but a full and detailed knowledge of all the possibilities. Therefore, we offer professional Service Desk services for absolutely all the programs and equipments of a company, even though to achieve this we invest a lot of time in consulting and training activities.

Two other major advantages are the flexibility in delocalizing the team and financial flexibility due to the modular service package. The Service Desk analysts can work from our headquarter or from the client’s headquarters, depending on which location is closer to the users.
Also, the client may choose the service option: hiring applications, licensing applications, services included in the subscription.

What are the elements of a full Service Desk offer?

SOFTWIN earned a vast experience on the Service Desk service Romanian market; the first implementation was in 2001, in 2002 we became Service Desk Institute members and in 2003 we launched our own Service Desk solution, called f@ster, which includes the best domain practices.
The SOFTWIN offer includes technical and management consulting, recruiting, selection and training for the Service Desk analysts, Service Desk set-up, operating, audit and quality improvement services.

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