Helpdesk Support...

BES is a mission critical system and keeping it online 24/7 is essential. This requires a flexible, efficient support team. This team can only give good service to the BlackBerry users if they have an equally flexible and efficient support system.

Helpdesk Admin groups

The Problem

  • Defining roles on a helpdesk is rarely a straight forward task, who is responsible for the different issues? What tasks are first line support and what tasks are second line support.
  • Training to keep skills up to date is essential and often very costly.
  • On a BES helpdesk ensuring the latest and the correct version of the BlackBerry management software is installed is an additional cost but essential for smooth operation.
  • When staff leave, getting the new replacements to be productive quickly can be very costly.
  • In a multiple BES environment with multiple BES domains different, when a user calls with an issue how do you find what BES he is on?

The Solution: MSM

MSM provides a flexible web-enabled tool for the helpdesk. Using MSM:

  • Admin groups may be created giving each group defined access/functionality.
  • A single console gives administrators access to all BES’s on all domains.
  • Routine helpdesk issues may now be solved a the helpdesk level without escalating to the BES team.
  • The helpdesk no longer needs access to the BES. This reduces costs as helpdesk staff no longer require BES training.