Summary Service Desk

[vc_row row_content_display=”in_grid” row_content_display_align=”left” row_type=”row” stretch_row_type=”yes”][vc_column][vc_column_text]The Service desk provides structured technical support to healthcare workers and implementing partner staff on Palladium developed HIS products. To support the vision of user-centered design, Service desk is set-up and implemented to focus on the product end-users. The main objective of Service desk is;

To provide users with information on the HIS products, and respond to related technical and capacity issues in a timely manner

Goal

To provide technical assistance to HIS product end users so as to minimize service disruptions or to enable them return to normal usage, whenever disruptions occur, within the shortest possible time.

Audience

Service desk is made available to Service delivery partners, County Health Management Teams, Facility teams, and individual System End Users

Objective of service desk

The service desk broadly aims to provide:

1. Common channel for communicating HIS product issues and requests by facilities, SDPs and other HIS users
2. Tiered HIS products issues and requests management system with well-defined issues resolution and escalation mechanisms
3. Documentation/reference point for all technical issues and product FAQs

Key Service desk products

• Toll-free support line to report issues by voice directly to Service desk support personnel
• Online portal for ticket update of issues by users
• Direct email ticketing of user issues
• Targeted field support by Service desk personnel
• Targeted partner and end-user capacity building
• Ticket management for issues and enhancement requests
• Routine monitoring and reporting of issues
• Knowledge base and FAQs for referral

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