Depending of the service you wish to provide to your customers or internal user, ECfOS will offer you the best type of Support. ECfOS help desk is an information and assistance resource that troubleshoots your customer problems. We can provide your Corporations with a help desk support for your customers via a toll-free number, website and/or e-mail. As a Large help desks we have different levels to handle different types of questions.

The first level service-desk is prepared to answer the most commonly asked questions, or provide resolutions that often belong in an FAQ or knowledge base. If the issue isn't resolved at the first-level, the ticket is escalated to a second, higher, level that has the necessary resources to handle more difficult calls. If your company decides to implement a 1 Level Support only, we will escalate the 2 Level issues directly to your own support centre.

Single Point of Contact SPOC - The first important point is that we provide your European Customers with a central point of contact to receive help on issues. The user notifies the help desk of his or her issue, and the service-desk issues a ticket that has details of the problem. The first level Agent is always the first contact with your customer. Because of that, our Agents communicate on the most used Language in Europe, such as French, German, English, Italian and Spanish If the first level is able to solve the issue, the ticket is closed and updated with documentation of the solution to allow other help desk technicians to reference. If the issue needs to be escalated, it will be dispatched to a second level.