We offer you a help desk outsourcing solution for both Enterprise businesses and medium businesses that will:
- Provide technical support to your population of computer users (or customers).
- Help you to regain control over your user support.
- Give you the freedom to focus your IT staff on their core competencies
You can use us to be the first point of contact for your employees and/or customers to handle technical issues, resolve problems, and escalate those things that can’t be resolved at the help desk. You can have a toll-free number, a web portal, one or more email addresses, or CHAT to have your employees or customers reach the help desk.
You can brand the greeting, have our agents answer with your own answer script, and seamlessly integrate the help desk with the other support groups in your organization. You can use the Internet to access our call tracking system, setup notifications, and receive monthly reports that will give you a clear picture of what’s going on with your support from start to finish.
We guarantee our service levels because we get financially penalized if we don’t meet your Service Levels each month. Our predictable, repeatable processes not only bring stability to your environment, but when coupled with guaranteed service levels they lead to distinct improvement in your customer satisfaction levels.
Unlike many of today's top-ranked help desk outsource vendors, who use a one-size-fits-all approach, and have been inconsistent in reaching their contract goals, our relationship management guarantees a flexible contract and help desk service level management that exceeds today's best industry practices.
The help desk industry divides support into three tiers (or levels):
Tier 1 Support: Tier 1 provides basic software application and/or hardware support to callers.
Tier 2 Support: Tier 2 provides more complex support and/or subject matter expertise on software applications and/or hardware and is usually an escalation of the call from Tier 1.
Tier 3 Support: Tier 3 provides support on complex hardware and network operating system software and usually involves certified systems engineers. Call lengths on Tier 3 vary widely depending upon the type of incident.