|
Custom Help Desk
Primalcom's Custom Help Desk provides level one help desk support to your internal IT customers to help resolve problems that they may encounter within your IT environment. Primalcom will log, manage and resolve calls relating to your infrastructure, standard applications and custom applications to reduce the timescale for problem resolution.
-
How does Custom Help Desk Works?
- Custom Help Service Offerings
How does Custom Help Desk Works?
Primalcom technical support team provides has vast experience in helping companies execute offshore strategies to reduce costs, enhance quality and improve customer satisfaction & experience. Primalcom has developed expertise in helping customers transition their onsite help desks to an offshore model and the experience gained in managing these operations are cross-leveraged for new customers, for both cycle time reduction in transitioning services and reusable methodologies for implementing similar services for other customers.
Primalcom offers multi-channel (voice-based, e-mail, web-based & chat-based) help desk support services. Primalcom's helpdesk services can be tuned depending on the size of the company and the array of technology being supported. The requirements for IT help desk support ranges from basic trouble ticketing and first level support for medium-sized companies, to large corporate help desk operations needing a complex mix of proactive and self-service tools, remote control and diagnostics and strict service-level tracking and reporting.
Custom Help Service Offerings
Our help desk services cover Level 1 / Level 2 and higher levels of support across a wide range of products and technologies, including:
Setting up offshore IT help desks for IT infrastructure support and management
- Providing single point of contact for IT users of an enterprise across locations and geographies
- IT Infrastructure support covering desktop/laptops, servers, operating systems, office productivity suites, email & browser support, network & connectivity issues, line of business & custom applications
- Incident management or (trouble ticket management) for user queries, so each issue is logged and monitored until resolved
- Workflow engine to move issues through a defined flow from open to closed, including monitoring that response time is within the guidelines of any existing service-level agreement (SLA)
- Web self-service allows employees to access online knowledge bases to search for solutions, open and update support incidents and even perform password resets
- Technology refresh - Enhancements and upgrades
- Implement leading help desk technologies such as remedy, track IT, service desk (from HP), clarify etc.
- Remote management using remote troubleshooting tools for effective first call resolution
- Knowledge base creation and update
- Asset & configuration management
- Single point for managing hardware and software assets using both remote discovery and asset tracking tools
- Software distribution and license management
- Security management and virus control
- Performance management and reporting
- Change management - Trend analysis and pro-active change planning
|
|
