Help Desk

The first step toward fast and efficient service.

Technical support featuring a dedicated ticketing system, expert diagnostics, and remote assistance, designed to reduce response times, minimize downtime, and ensure the operational continuity of systems.

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Help Desk

Service Objectives

Reduce response and intervention times

A structured assessment and a timely diagnosis make it possible to quickly identify the cause of the problem and begin the most effective treatment plan.

Minimize machine downtime

Remote troubleshooting allows for real-time intervention on many issues, reducing the impact on production continuity.

Optimizing Service Costs

When a problem can be resolved remotely, travel time and costs are avoided, and on-site service is only scheduled when truly necessary.

Service Description

The Help Desk is the nerve center of Tema Sinergie’s support services: a single point of contact designed to offer immediate assistance and direct every request toward the fastest and most efficient solution.

The process begins with a thorough diagnostic assessment conducted by specialized technicians. Thanks to a secure VPN connection and the SECOMEA module’s 4.0 technology, our experts can connect to the equipment, analyze the issue, and verify the system’s status in real time.

Once the cause is identified and the issue can be resolved remotely, the team restores the parameters and functionality, minimizing disruption to operations. If, on the other hand, on-site intervention is necessary, the Help Desk coordinates the dispatch of the on-site maintenance service, ensuring a seamless transition to on-site support at the customer’s location.

 

 

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Help Desk

What's Included

Dedicated ticketing service

Every request is recorded, tracked, and managed in accordance with the agreed-upon service level, with visibility into the system’s progress and technical history.

Professional Diagnosis

Specialized technicians analyze the report to identify the source of the problem and determine the most effective recovery strategy.

Remote Support

Through a secure VPN connection based on the SECOMEA module, the team can take action, reducing wait times and operating costs.

On-site Service Activation

If remote resolution is not possible, the Help Desk forwards all the information gathered to the field team and coordinates the on-site visit at the customer's location.

HELP DESK

Why It's Essential

In the event of an unexpected situation, getting the right answer exactly when you need it can make all the difference.

A timely diagnosis allows you to identify the source of the issue, avoid ineffective troubleshooting attempts, and immediately direct support toward the most effective course of action.

Relying on the Tema Sinergie Help Desk means:

• Access to a dedicated ticketing system.

• Relying on defined and agreed-upon service times.

• Receiving professional and concrete technical diagnoses.

• Resolve issues remotely when possible.

• Quickly arrange for on-site support when necessary.
  
  

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Help Desk

How It Works

A structured process makes support faster, more traceable, and more predictable—from the initial report through verification of resolution.

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01

Opening a ticket

Recording and tracking the received report, along with the information needed to assess its priority and operational impact.

02

Inspection and Diagnosis

Review the support ticket within the timeframes specified in the support plan and assign it to a specialized technician to resolve the issue.

03

Troubleshooting and Diagnosis

Collection of available evidence and, where applicable, a 4.0 diagnosis using the SECOMEA module to identify the root cause and distinguish between software and hardware issues.

04

Remote Resolution or On-Site Escalation

Restore the system via a VPN connection or, if necessary, forward the ticket to the on-site team along with the diagnostic report that was collected.

05

Verification and Closure

Verify with the customer that the issue has been properly resolved, close the ticket, and log the activities in the system’s technical history.

Maintenance is part of the project, not a one-time event.

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Contact us to find out how our after-sales services can improve the efficiency of your systems.

We’re here to help with any of your needs.