24X7 SERVICE DESK:
END-USER SUPPORT
« Enhance operational efficiency and boost your IT’s productivity »
THE PROBLEM
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.
This can also impact your IT team’s ability to quickly respond to technical issues that the end-users face. This can consequently lead to frustrations and conflicts between the IT and business teams. Moreover, failing to quickly resolve IT issues could translate to decreased productivity and costly disruptions to the business.
OUR SOLUTION
END-USER SUPPORT
Our service desk can immediately attend to the needs of end-users. We provide consistent and reliable end-user support, and can be reached via multiple channels of communication such as calls, chat, and a ticketing system.
Like our NOC service (monitoring), we offer 24×7 end-user support, but it can also be adapted to only cover the hours when you need it. We also offer white-label service which means that we can support your customers on your behalf.
What to expect?
USE CASE
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 quality assurance process
• 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
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