Benefits of the Service Desk:

• Align internal staff to more strategic or business critical projects

• Internal staff do not have to focus on routine and often mundane computing issues

• Extended coverage (24x7x365) without the need to hire additional internal staff during off-hours when the call volume is minimal

• Gain economies of scale by leveraging call center shared resources

• Reduced management time for IT operations and employee turnover

• Reduce the time needed to insure internal staff are adequately handling routine and often boring, non-challenging work

• Retention of employees consistently performing repetitive, non-challenging work is difficult...many of them want to be promoted into more advanced roles

• Leverage a proven, well-structured and disciplined support center operation

• HDI (Help Desk Institute) Platinum Certified

• Follow industry-leading best practices

• Proven processes developed and operational from supporting other large clients

• Leverage an integrated SMS (Support Management System) and telephony system

• Industry leading Cisco IP telephony system

• Ability to track an issue from start to finish...no lost incidents while improving support personnel accountability

• Ability to route a ticket comprehensive of all prior actions to other IT resources for resolution...minimizes redundant troubleshooting activities

• Single point-of-contact for your customers

• One phone number and one email address for customers to remember for technology support

• Improve visibility of how your customers are being served via standardized performance metrics, or KPIs

• Performance metrics are customizable based on client's business requirements

• First call resolution

• Time to answer

For more detailed information about Service Desk Solutions, please call us to discuss your individual requirements.