24×7 SERVICE DESK:
END-USER SUPPORT
Enhance operational efficiency and boost your IT’s productivity
The Challenge
Supporting end-users can be time-consuming. This takes away precious time and energy from your engineers who could be working on more important IT projects, but are repeatedly side-tracked by requests for help to fix simple IT issues. Moreover, this can impact your IT team’s ability to quickly respond to technical issues that the end-users face. Consequently, this leads to frustrations and conflicts between the IT and business teams. Furthermore, failing to quickly resolve IT issues could translate to decreased productivity and costly disruptions to the business. Have you explored the possibility of outsourcing your service desk to a reliable IT partner instead?
SEAMLESS IT SUPPORT
swift resolution
Our 24×7 service desk can immediately attend to the needs of end-users. We provide consistent and reliable end-user support, and can be conveniently reached via multiple channels of communication such as calls, chat, emails and a ticketing system.
Like our NOC service (monitoring), we offer round-the-clock support for your end-users. Nevertheless, we can also adapt our service to only cover the hours when you need it. In addition, we offer white-label service which means that we can support your customers on your behalf.
What To Expect
Dealing with technical issues can be frustrating for you and your colleagues.
This is why our 24x7 service desk is designed to make the resolution process of your IT issues as seamless as possible.
Our agents are trained to make sure that your issues are heard, understood and resolved with minimal waiting time, allowing you to get back to work quickly.
24x7 reliable & immediate end-user support
5 support languages available
1st line troubleshooting, escalation, follow up
White label service available
Multi-channel (calls, chat, ticketing)
We can use your ticketing system or recommend one
Dedicated DID numbers
Monthly reports for visibility & insight
Use case of service desk
END-USER SUPPORT
Context
- A Singaporean conglomerate was looking for a partner to implement a Tier 1 helpdesk to support 5,000 end-users and implement best practices for helpdesk support
Actions
- Implementation of a dedicated team consisting of Tier 1 helpdesk agents, a team lead and a service delivery manager
- Creation of a document containing the standard operating procedures as it was not in place
- Implementation of the REST Solution’s quality assurance processes
- Implementation of a dashboard to monitor the helpdesk service
- Creation of a knowledge base
Result
- Average of 2,500 calls answered per month
- Average of 2,200 tickets managed per month
Our OTHER IT Services
Cloud & Managed IT Services
We ensure that your on-premise and cloud infrastructure work smoothly and efficiently
24x7 Monitoring
Our NOC detects IT failures early on and we resolve issues quickly to minimize downtime
Cybersecurity
We protect your IT and data against costly cyber threats and fend off cyber attacks
IT Consulting & Strategy
Our experts provide technical advise on audit, architecture, network, cybersecurity and IT