SUPPORT
Supporting digital services requires specialist expertise and knowledge. We ensure you can have confidence in the performance of the systems underpinning your digital operations.
At Dedalus we know the importance of ensuring an effective user-experience to all healthcare professionals using our solutions. As a result, our support services are designed to be welcoming, responsive and effective.
Our support services cover multiple levels of assistance, from the direct user-oriented help desk, where Dedalus specialists can carry out technical assistance operations directly on the user workstation just as if they were sitting next to them, as an example. All our support services are governed by robust Service Level Agreements.
Service Support Management from Iberia
The Iberia Delivery team work across the entirety of our product portfolio in both a Service and Project Deployment capacity. Within Dedalus there are around 208 dedicated delivery staff working inSpain and Portugal, that also provide support to LATAM, the UK and Ireland, and the Netherlands, amongst others.
Our services are underpinned by international best practices and standards. Our Service Desk Service adheres to ITIL best practices, the ISO20000 standard (Service Management) and our agents are highly trained support professionals. Each Dedalus Service Desk location employs strict quality management processes to make sure users are satisfied with the results each time they contact our team.
We operate a Continuous Service Improvement (CSI) program where any issues that cannot be resolved at source are continually reviewed in order to minimise the impact on the client until a full and final resolution can be implemented. In addition, any resolution for issues which have been identified in other locations are proactively deployed in order to prevent the issue occurring elsewhere.
All Severity 1 incidents are managed via our Major Incident Management (MIM) Process where a Major Incident Manager is assigned to co-ordinate the service restoration activities. The MIM process engages the service restoration team, which is a collection of appropriate technical and delivery specialists onto technical bridges to investigate and resolve the issue.
All restoration activities are fully controlled and documented within the MIM process and Change Management control procedures are maintained throughout.
Each incident is subject to a Root Cause Analysis (RCA) process to fully understand the cause of the interruption to service and to prevent future recurrence and impact. Root Cause Analysis reports are provided to customers for review and comment. Our team works in collaboration with the end users to complete any residual actions and activities identified as part of the RCA to ensure completion.
A desire for excellence in our service delivery lies at the heart of everything we do. We understand that, as a minimum, Dedalus is expected to be compliant with industry standards, models, and regulations. We aim to go beyond this by ensuring that our clients can rely on us to deliver high quality services, to learn from our experience in delivering healthcare-centred services and to continually improve our services to customers.