IT Help Desk/ IT Service Desk

The goal of our IT service desk service is to exhaust all roads to provide a definitive resolution thru a great service attitude and the best diagnostic skills available, with a multi channel multi contact capability.

The IT Service Desk is a multi channel support group, designed to provide immediate attention, registry and resolution to technology users in the organization.

It is an extension of the IT function of an organization, and as such, it should take ownership of any technology related issue, even when escalating, until resolution.

Cultural affinity, language ability and an enhanced level 1 and 2 skill profile, provides a unique high quality experience supported by world class SLA compliance.

Reasons to outsource an IT Service Desk

  • While you could do it internally, why would you when the evolution and changes in technology require constant update and change in the profiles of the agents.
  • A vendor will provide you with an already installed capability for infrastructure that avoids initial investment.
  • Outsourcing it raises the quality bar and competitiveness of the model which at the end of the day reflects on the service.
  • It is a service highly commoditized and understood, which minimizes risk of transition which could be a deterrent to
    outsourcing.
  • Extremely competitive pricing in the market.

Benefits derived from an outsourced IT Service Desk

  • IT Service desk agents are always up to date with your ever changing technology.
  • The CIO has a quantifiable way of measuring satisfaction of the employees and end users, making improvement trackable and objective.
  • Adoption of new company policies such as BYOD, mobile application adoption, security measures implementation are automatically adopted by the IT Service Desk. Once trained, once deployed, fully responsible delivery.
  • A strategic partner will offer you additional options to complement your service desk, such as video support, self service mechanisms, and an on site service desk for face to face interaction.
  • Although highly technical in nature, a knowledge data base is created for the enterprise and its recurrent technology, user, security issues.

Features of the IT Service Desk Service

  • Fully based on volume of tickets and contact types, to develop a pure service based solution.
  • Can be provided 24 by 7 down to regular business hours live or on call.
  • Bilingual , trilingual, ideally with a similar business culture and profile than that of the end user, with a localized feel.
  • Feasible thru an incident, ticket management tool which should be owned by the customer or provided as part of the vendor service.

IT Help Desk/ IT Service Desk Contact

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