The Service Desk is, and should remain, the focal point for communications regarding preparations for, access to, or utilization of Petrinex.
The Service Desk is staffed with analysts who have industry and production accounting knowledge, as well as Petrinex application expertise.
The Service Desk analysts will attempt to resolve as many incidents as possible during the initial telephone conversation with the client. However, if the nature of the incident / question requires specialized expertise, the incident will be assigned to a Subject matter Expert (SME) within one of Petrinex's support teams. The allocation of SME resources will be prioritized based on the business impact (level of severity) of the incidents captured via the Service Desk.
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