How Does a Engineering Help Desk Accelerate Product Development?

With over 20 years of expertise, our team has seen what streamlining support for engineers can accomplish.  Any action or click a product engineer needs to do that isn’t furthering the product is one too many.  Whether it’s automating repetitive work, integrating the right tools to make engineers more efficient, or providing a help desk where engineers can get answers quickly, SPK has experience supporting engineers.

Scalable Product Engineering Help Desk

In our experience, a traditional IT organization has a hard time understanding the complexities of applications like SOLIDWORKS/SOLIDWORKS PDM, Ansys, Matlab, Bitbucket, Git, Jenkins and other engineering tools.  Adding users to these systems, or troubleshooting latency or other configuration issues could take traditional IT help desk staff weeks or months.  This is why our team makes sense.

Our team focuses on engineer needs.  Engineers get to label the priority of their support request.  Here is a summary of our priority levels.

• Priority 1 – These are critical service problems that will be worked on a 24×7 basis until resolved, either remotely or on-site.
• Priority 2 – These are priority service problems that will be worked on from 6am to 9pm Pacific remotely until resolved, and on-site work can be scheduled.
• Priority 3 – These are standard service problems that will be worked on a 8×5 basis remotely until resolved, and on-site work can be scheduled.

Engineering Help Desk Related Resources