Welcome to the Customer Care HELPDESK SUPPORT. Short Guideline to get access to the INTESA HelpDesk Customer Care

Transcription

1 Welcome to the Customer Care HELPDESK SUPPORT Short Guideline to get access to the INTESA HelpDesk Customer Care 1

2 INDEX Introduction How to reach our services: > by telephone > by > by Web Access procedure by Telephone Access procedure by Access procedure by Web Service opening time 2

3 INTRODUCTION The HelpDesk Support allows INTESA customers to access to the technical support supplied by specialized people. Customers have to recognize theirselves typing their personal codes: Reference number are: HELPDESKCODE (telephone access) INS.HELPDESKCODE + PASSWORD (web access) They are sent to all our customers already registered by . However it s possible to get the reference numbers through the website For the Web access, insert always INS. before the HELPDESKCODE. 3

4 HOW TO REACH OUR SERVICE Short Guideline to the INTESA HelpDesk Support BY TELEPHONE Toll free number (Italy): BY WEB Web address: BY address: Customers Area section For Italian: Foreign telephone number: Contact us For English: csc_intesaspa_eng@italycsc.com 4

5 HOW TO ACCESS TO THE SERVICE: BY TELEPHONE For access to the telephone service: ACCESS BY TELEPHONE allows: opening the trouble ticket technical assistance supplied by our operators ticket opening notification received via ticket take-on notification received via ticket closure notification received via 1. Call the following number: Follow the instructions of the automatic answering machine 3. Enter your own HELPDESKCODE 4. Wait to be connected with the first free operator. 5

6 HOW TO ACCESS TO THE SERVICE: BY To access to the service by 1. For Italian language ACCESS BY allows: opening the trouble ticket ticket opening notification received via ticket take-on notification received via ticket closure notification received via Write to the following address: 2. For English language Write to the following address: To reach the service, access credential are needed; it s furthermore mandatory make use of the address given during the registration step. 6

7 HOW TO ACCESS TO THE SERVICE: BY WEB Customers Area ACCESS BY WEB allows: opening the trouble ticket tracking of the ticket status consultation of the previous ticket download updates about our service N E W S Insert INS., your helpdesk code and your password in order to enter in our Customers Service Foreign Country

8 HOW TO ACCESS TO THE SERVICE: BY WEB To access to the Helpdesk site: The Helpdesk site is reacheable through our institutional site selecting from the toolbar the menu voice Support. 1. Link up to: 2. Click on Customers Area and insert: INS.HELPDESKCODE + PASSWORD* 3. Enter in the new Ibm Intesa Assistance Site (FIGURE 1) and proceed with the ticket management. The Helpdeskcode and password will be given to Intesa customers already registered by e- mail; users who don t have these codes, can obtain them through the website The system recognize upper/lower case; password have an expiration date but customers can change it everytime they need. 8

9 HOW TO ACCESS TO THE SERVICE: BY WEB Home Page of the new IBM Intesa Assistance Site XXXXXX YYYYY (FIGURE 1) To learn more about the use and the functionality of the application, please refer to the "User Guide - How to open a ticket online", published in the 'CUSTOMERS AREA' section. 9

10 SERVICE OPENING TIME Short Guideline to the INTESA HelpDesk Support From Monday to Friday 8.30 A.M P.M. 10