Call Center Help Desk

The Help Desk is essentially a central point through which problems or issues are reported and subsequently managed and coordinated. From a general or wider perspective, it is san integral part of the service function, responsible for bringing resources together to address a problem or other issue.

Help desk users can of course be internal or external, making the function potentially critical in terms of both the organization's smooth running and the quality of support offered to customers.

A growing trend in recent years has been to outsource either the help desk function individually, or the whole IT operation inclusive of the help desk. This is certainly not appropriate for all organizations, but does bring measurable benefits to some.

Obviously the major areas of benefit relate to economies of scale and the advantages of utilizing a specialist and focused provider. However, it is important that there is no illusion with respect to help desk management: ultimate responsibility for the help desk is retained. Poor help desk provision will adversely effect the help desk provider, not only the outsourcing firm.
 

TOP  

• Help Desk Expert for Customer Service

        Call Center/Help Desk

        External Customer Support

        Products, Services and Operations Support

        Problem Tracking

        Call/Request Tracking

        Support Resource Management

• Help Desk Expert for IT Support

             Internal Call Tracking

             Internal Help Desk

             Internal Employee Support

             Internal Action Request Automation

             Project Support Management

• Improved Customer Service perception and satisfaction

• Increased accessibility through a single point of contact, communication, and information

• Better-quality and quicker turnaround of customer requests

• Improved teamwork and communication

• Enhanced focus and a proactive approach to Service provision

• A reduced negative business impact

• Better managed infrastructure and control

• Improved usage of IT support resources and increased productivity of business personnel

• More meaningful management information to support decisions.

Maximizing your Benefits     

• Over 6 years of experience and product maturity.

• Integrated suite of CRM

• Unmatched adaptability

• Minimizing your total cost of ownership

• Easy to use customization tools

• Professional services

• 24 x 7 In-house Helpdesk of experienced support team & established escalation process.

• Remote monitoring of all equipments by Team Heads and equipment failure notification via e-mail and SMS.

• Constant reviews and skill set benchmarking of external technology resources.

• 24X7 support on Cisco Equipment.

• 24X7 support on Servers and desktop.

• Redundancy available for all vital components in Servers.

• Adequate Inventory of Spares maintained in-house for Servers, PCs, Switches and Routers.