Support is provided for end users who need assistance, investigation and resolution of basic incidents and service requests, including directing users to relevant training materials for ‘How do I?’ questions. This support also covers new supplier setup, Travel Mailbox, Corporate Cards, and escalation of complex issues to the Lead Team when needed. It also keeps end users up to date on the status of incidents or service requests.
The second main function is the Lead Team who manages and supports the core team. The Lead Team acts as your main day-today contact point, handling any escalated issues, incidents or queries and running regular scheduled calls. They escalate and manage system bug requests raised and provide status feedback updates. There is also escalation to the Xoomworks senior management team where deemed necessary.
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