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Cegal Service Desk provides World Class Service to our customers

The Cegal Service Desk personnel has several years of experience in service and customer support, and the team has a low turnover. We ensure a consistent level of competence on the service we provide by securing knowledge transfer from senior staff to trainees.

We provide first and second line support for all customers. With expertise on geoscience applications, we can further support several of our customers' separate applications and systems.

With a Service Management System, we work in accordance with the ITIL framework when handling requests, incidents, request for change and other related processes. All technicians are ITIL Foundation certified.

We aim to help our customers develop business value through technology. With passion, we put our effort into providing World Class Service through a high level of support, and by maintaining a high first-level resolution rate. We provide swift response, a broad competence level and short handling time.

World Class Service

Globally we put our efforts into delivering World Class Service, a service that makes a lasting impression. World Class Service is not only a matter of interaction, we firmly believe that it is a result of the efforts of highly engaged employees combined with good customer relations.

We will at all times provide you with a consistent outstanding customer experience; reliable, efficient and with high quality. Local expertise will always have the necessary skills and experience when assisting our customers in different regions.

Get in touch

E servicedesk@cegal.com

T +47 52 04 00 00

Key Metrics

Customer service metrics that we believe are of importance to you
15

Response time

Average time in seconds for us to respond to a request by phone
5.3

Customer satisfaction

Average score for the customer satisfaction YTD 2018
47 000

Tickets resolved

Total tickets resolved by Service Desk H1 2018
86%

First level resolution

Service Desk reached the goal of 80% first level resolution YTD 2018
9

Years of experience

Service Desk technicians have an average of 9 years’ experience
07-18

Customer support

We are here to provide you with World Class Service (CET)