people
In
our Global Service Centres we employ highly trained professionals, with
specialist technical Service Delivery and interpersonal skills. The skill
sets present in our Global Service Centres cover three main areas:
- Call Management skills
- Our agents’ call management skills are
critical to ensuring we meet our Service Level Agreements with our
clients and that any incident is promptly and professionally handled
through to resolution. Agents are our clients’ single point of contact
and accountability, which enables issues to be resolved with optimum
efficiency, even when multiple parties are involved.
- General technical skills
- We draw on the expertise of our
engineers with general technical skills in the Event Management process
of our Monitoring Service and in the troubleshooting process for our
Maintenance Service. Through application of their wealth of expertise
in the technologies supported by Dimension Data, these highly-trained
professionals are able to identify and resolve issues quickly and with
minimum disruption to your business continuity.
- Specialist technical skills
- Our technicians with specialist skills
perform the most complex technical functions. Their areas of speciality
include technical escalations and vendor escalations in the case of
vendor product defects.
In
certain cases, onsite interventions are required, for example, in complex
troubleshooting situations or where there is an issue relating to faulty
equipment. In these instances, Dimension Data leverages its regional field
engineering force or alternatively, our Preferred Partners, in locations
where we do not have a direct presence. The intervention of these resources
is always co-ordinated and supported by our Global Service Centres.
