Level 1 Help Desk’s task is to handle all IT problems coming from users. They ask for assistance in finding solutions for technology problems through task handling (ticketing) systems, or by calling designated phone number available to all.

Our Help Desk colleagues know the client’s IT environment and are well-versed in general IT experties. They start troubleshooting by means of a continuously growing common knowledge base. In their work they strictly adhere to the rules laid down in our company’s IT security code and use the tools listed therein.

Capsys provides this service through its own ticketing system (Support Center, SC) or through the phone; errors can be analyzed and corrected through remote access (like VNCViewer, PCAnywhere, etc.).

The default language of the service is Hungarian, yet it may be English or another language as set in the Service Level Agreement.

The service is available based on client’s requirements, even 24/7 if necessary.

Within that, we distinguish between daytime operations period (normally at 08:00 – 17:00 hours on workdays) and standby period (availability minus the daytime operations period), when we normally only handle incidents .

Operative advantages: 

• Single-point communication
• Uniform operation and reporting
• Consistent service level
• Risk sharing
• Vertical integration
• Separated L1-L2-L3 support
• Controllable environment in line with the bank’s security requirements (access control, visibility etc.)
• Focus on core activity

• Increasing economy of scale 
• Increasing efficiency
• IT expenses can be allocated to cost centers
• Decreasing overhead and infrastructure requirement

• Distribution of peak burdening
• Decreasing bottleneck risk
• Availability guaranteed in service level agreements 
• Transparency, clear responsibility
• Uniform quality assurance

Elements of the service:

• Telephone service center
• Closed task handling and ticketing system
• Incident recording  (reported on the phone) and tracking
• Incident reports
• Generic and repeated events are sorted out based on precedence
• Established escalation processes to Level 2 support or to another related area