IFS ERP Helpdesk Support

User Contact: Users contact the helpdesk via phone, email, or a dedicated support portal.

Issue Identification: Helpdesk staff gather information about the issue, including user details, nature of the problem, and any relevant error messages.

Prioritisation: Assess the urgency and impact of the issue based on predefined criteria (e.g., critical, high, medium, low).

Categorization: Classify the issue into categories such as technical, functional, or user error.

First-line Support: Attempt to resolve straightforward issues using predefined solutions or known workarounds.

Escalation: If the issue requires further investigation or expertise beyond the first-line support, escalate it to higher-level support teams or specialized consultants.

Collaboration: Coordinate with other teams if the issue involves integrations, customizations, or infrastructure components.

Regular Updates: Keep the user informed about the progress of their support request, including expected resolution times.

Documentation: Record all interactions, troubleshooting steps, and resolutions in the helpdesk system or knowledge base for future reference.

User Verification: Confirm with the user that the issue has been resolved to their satisfaction.

Closure: Close the support ticket in the helpdesk system once the issue is resolved and verified.

Feedback Collection: Solicit feedback from users regarding their experience with the support process and the resolution provided.

Continuous Improvement: Use feedback to improve support services and identify recurring issues for proactive resolution.

Knowledge Base Maintenance: Update the knowledge base with new solutions, troubleshooting steps, and best practices.

Training and Documentation: Provide training materials and documentation to help users prevent similar issues in the future.

Escalation Path: Define clear escalation paths for unresolved issues or critical incidents.

Management Reporting: Provide management with reports on support ticket metrics, including response times, resolution times, and customer satisfaction scores.

Ongoing Support: Provide ongoing support as users continue to use the IFS ERP system, addressing new issues and concerns as they arise.

Version Upgrades: Assist users with upgrades to newer versions of IFS ERP, ensuring smooth transitions and minimal disruption.