Software-Related Services – It Service Desk Of Deutsche Bahn. The Services In The It Service Desk Can Be Divided Into The Following Support Areas. The Focus Here Is On The Front Desk And The Back Desk. The 2Nd Level Specialist Support Is Usually Provided By The Respective Specialist Department Of The Db Group. 1St Level Support (Front Desk): Initial Processing Of Faults And Inquiries That Are Directed To The It Service Desk Via Various Channels (Including Telephone, App, Email) And That Are Pre-Categorized By A Workflow Or Ivr Menu. It Is Important To Use The Qualified Processor Based On The Pre-Categorization. The Front Desk Is Usually Concerned With Implementing Simple Initial Solutions Based On Instructions And Decision Trees, As Well As, If Necessary, Forwarding Them To The Back Desk Or The Responsible 2Nd Level Department Of The Group. A Timely Callback Is Also Carried Out Within Agreed Time Frames According To The Customers Request Or Agreement. 1.5 Level Support (Backdesk – Extended 1St Level Support) Specialized Or More Experienced 1St Level Employees Who Have Extended Access Rights And Tools At Their Disposal Can, Depending On The Specifications Of The Specialist Department, Carry Out Deeper Interventions And Also Implement Solutions Without Detailed Specifications. The Staff Is Professionally Specialized And Some Are Professionally Certified (E.G. Ms Teams, Ms Windows, Apple Ios/Macos, Android, Ms Sharepoint, Ms Outlook). The Back Desk Represents A Link Between The Classic 1St Level (Front Desk) And The 2Nd Level (Group Specialist Department) And Handles The Part Of The Tickets That Could Not Be Solved Directly In The Front Desk, But Which Can Also Be Solved Without The Support Of The 2Nd Level .
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