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Best practices for IT service management

The dedicated SNP service organization ensures the quality and continuity of handling of all outsourcing contracts. Our work is based on ISO 20000, ISO 27001, PCoE (SAP Partner Center of Expertise) standards.

SNP Poland is the leader of SAP services market in Poland.
For 25 years (until 2017 - as BCC) we have been providing a full range of implementation, development and maintenance of SAP systems. We provide IT security and software development services.

We are a part of SNP Group - a leading global provider of solutions for transformation of SAP environments .

Since 1995 we have successfully accomplished hundreds of IT project in many countries worldwide.

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Dlaczego uważamy, że SNP jest dobrym pracodawcą? Bo łączymy cechy rzadko spotykane w jednej organizacji - duże możliwości rozwoju, a zarazem dobrą atmosferę i elastyczność środowiska pracy. Dowiedz się więcej, na czym to polega w praktyce!

BeeOffice Service Desk

Handling of service requests, e.g. IT

Submission, assignment to a responsible person, notifications about changes of the request status. Order, simplicity and satisfaction of employees.

BeeOffice Service Desk is a solution that organizes and simplifies the handling of internal service requests, regardless of their subject (IT, administrative, support and similar requests).

In any organization employees report problems and requests to IT or administration teams. A printer is jammed, a phone is not working, a faucet in the restroom is broken. Requests are made in various ways – by phone, email, in person… Often it is not known whether anyone is taking care of the issue and what is the current resolution status.

BeeOffice Service Desk brings order to this communication. Employees report their issues in the system. The operator assigns a person responsible to each problem reported. The information about any status change (additional questions, explanations, information about the solution) is entered into the system. Interested parties receive notifications about the status change (like all notifications from BeeOffice – via Infobox and email).

Service Desk can also be used for the communication between the company and its customers, e.g. in BPO centers, or for the organization of warranty service or user support processes. Regardless of whether tens or thousands of users are supported in this way, the transparent and efficient service system will increase the effectiveness of the support team and customer satisfaction.

Service Desk is one of BeeOffice modules and therefore it benefits from the integration of various functions in a single place. It uses the list of employees already set up as part of the HR organization structure and the access to all functions is controlled with a common BeeOffice authorizations mechanism.

Options

  • Reporting problems and submitting questions (including their description and attachments)
  • Assignment of responsible persons
  • Online preview of the issue status
  • Notifications about each status change
  • Assessment of satisfaction with the request handling
  • Reporting (reaction and request processing times, SLA fulfilment, a customer satisfaction level)

Benefits

  • Increased quality of handling of internal service processes
  • Time savings (both for people sending and handling the requests)
  • Improved image of support teams in the organization
  • Increased employee and customer satisfaction

Do you know that...

250

an average number of IT and administration requests and problems generated monthly by a team of 100 office employees

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  1. Personal data is processed pursuant to Article 6 (1) (a) of the Regulation of the European Parliament and of the Council (EU) 2016/679 of April 27, 2016 – the General Data Protection Regulation
  2. The data controller is SNP Poland Sp. z o.o. with its registered office in Złotniki, ul. Krzemowa 1 62-002 Suchy Las. Contact data of the Data Protection Supervisor: dpo.pl@snpgroup.com.
  3. Consent to data processing is voluntary, but necessary for contact. Consent may be withdrawn at any time without prejudice to the lawfulness of the processing carried out on the basis of consent prior to its withdrawal.
  4. The data will be processed for the purposes stated above and until this consent is withdrawn, and access to the data will be granted only to selected persons who are duly authorised to process it.
  5. Any person providing personal data shall have the right of access to and rectification, erasure, restriction of processing, the right to object to the processing and to the transfer of data, the right to restriction of processing and the right to object to the processing, the right to data transfer.
  6. Every person whose data is processed has the right to lodge a complaint with the supervisory authority, which is the President of the Personal Data Protection Office (ul. Stawki 2, 00-193 Warsaw).
  7. Personal data may be made available to other entities from the group that SNP Poland Sp. z o.o. is part of – also located outside the European Economic Area, for marketing purposes. SNP Poland ensures that the data provided to these entities is properly secured, and the person whose data is processed has the right to obtain a copy of the data provided and information on the location of the data provision.

Please write an email or call

E-mail office.pl@snpgroup.com
Phone +48 61 827 7000

SNP Poland Sp. z o.o.

Headquarter:
Złotniki, ul. Krzemowa 1
62-002 Suchy Las near Poznań, Poland

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  1. Personal data is processed pursuant to Article 6 (1) (a) of the Regulation of the European Parliament and of the Council (EU) 2016/679 of April 27, 2016 – the General Data Protection Regulation
  2. The data controller is SNP Poland Sp. z o.o. with its registered office in Złotniki, ul. Krzemowa 1 62-002 Suchy Las. Contact data of the Data Protection Supervisor: dpo.pl@snpgroup.com.
  3. Consent to data processing is voluntary, but necessary for contact. Consent may be withdrawn at any time without prejudice to the lawfulness of the processing carried out on the basis of consent prior to its withdrawal.
  4. The data will be processed for the purposes stated above and until this consent is withdrawn, and access to the data will be granted only to selected persons who are duly authorised to process it.
  5. Any person providing personal data shall have the right of access to and rectification, erasure, restriction of processing, the right to object to the processing and to the transfer of data, the right to restriction of processing and the right to object to the processing, the right to data transfer.
  6. Every person whose data is processed has the right to lodge a complaint with the supervisory authority, which is the President of the Personal Data Protection Office (ul. Stawki 2, 00-193 Warsaw).
  7. Personal data may be made available to other entities from the group that SNP Poland Sp. z o.o. is part of – also located outside the European Economic Area, for marketing purposes. SNP Poland ensures that the data provided to these entities is properly secured, and the person whose data is processed has the right to obtain a copy of the data provided and information on the location of the data provision.

General contact for the company
office.pl@snpgroup.com

Question about products and services
info.pl@snpgroup.com

Question about work and internships
kariera@snpgroup.com

+48 61 827 70 00

The office is open
Monday to Friday
from 8am to 5pm