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  2. Help Desk / User Support

Help Desk / User Support

HelpDesk and support for SAP® systems does not always have to come from the manufacturer. Experienced SAP consultants and specialists are also able to clarify the most common user or support questions. With the AGM assistance and support concept we close exactly this gap between the user / KeyUser and the software manufacturer or their partner. 

 

Help Desk or User Help Desk is an information service that AGM primarily intended to support users of SAP software. This means that the help can be provided via classic telephone service, e-mail, but also with the help of software (remote maintenance). 

 

The HelpDesk is divided into various levels. A level is a group of experts who are specifically responsible for working in this level. A total of 3 levels are provided in the HelpDesk process.

 

First Level Support is the first contact with the customer. This usually consists of employees who have solid SAP training but who have not specialized in any area. At some HelpDesks, this task is also performed by call center agents. But not at AGM! With us you will always meet employees through whom you or a customer can build a basis of trust and who can talk to you about SAP at eye level. Inquiries are received by an employee of the first level by email, telephone, fax etc. and documented in a ticket tool and resolved if possible. If the problem cannot be solved in the first level, the ticket will be forwarded to the second level.

 

The Second Level consists of well-trained and experienced staff. The task of these employees is to take care of problem solving in a reasonable time and to form the interface to the third level.

 

At AGM, the Third Level is ensured by the close contacts to the software manufacturers (SAP, DocuWare, etc.). The manufacturer specialists or, if necessary, the software manufacturers then ensure the solution to the problems. This service is covered for most support requests via the software maintenance and maintenance fee.

 

As AGM secures the interface to the manufacturer, you as a customer can take care of your everyday tasks. Of course, we guarantee call and response times in our assistance and support contracts.

 

The AGM Team consists of SAP FI / CO, SAP SD, SAP MM (SCM), SAP HCM, SAP BW (BI) as well as ABAP and basic specialists who support and advise the customer in KeyUser Support. The customers receive professional support in their daily work in the SAP segment and the continuing system support.

 

AGM provides you with tailor-made offers for your company-specific needs and concludes corresponding financial, time and organizational agreements that can be planned with the interested customers. Request a corresponding offer from us.