Services ➡️

Operations and Help Desk Support

At the core of exceptional customer service lies the delivery of dependable solutions by seasoned operations and help desk professionals. Promptly addressing issues and discrepancies is crucial. At Novus, we implement a rigorous triage process within our client’s incident tracking system to accurately categorize each incident as low, medium, or high level. This approach is vital for efficient and effective resolution.

Furthermore, our comprehensive assessment and analysis of information systems operations are key components of our service. We conduct daily monitoring and maintenance, which involves a detailed examination of error messages to discern between hardware or software failures. Additionally, we efficiently manage job recovery sequencing in the event of system malfunctions. Our commitment to meticulous maintenance and problem-solving ensures that we not only respond to issues as they arise but also proactively manage and mitigate potential system challenges. This proactive approach is fundamental to maintaining system integrity and ensuring uninterrupted operations for our clients.

​

Specific Service Offerings Include:

​

• Plan and support deployment of all releases into production environment

• Prepare help desk and field support

• Manage change of production documentation

• Tailor the production system

• Utilize tight processes, change management, identified production defects, and managed workarounds