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Help Desk Outsourcing Services

We offer you a help desk outsourcing solution for both Enterprise businesses and small-medium businesses(SMB) 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.
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.
Enterprise Help Desk Service Overview
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Application Support: We can provide you and your employees with technical support for standard off-the-shelf software applications and proprietary applications.

Hardware Diagnosis: Our front-line hardware diagnosis and escalation services can include:

  • First-line support for field personnel and their hardware.
  • Warranty repair/replacement order processing including submission to a 3rd party service provider or your internal IT department.
  • First-line support for internal employees and their hardware.
  • Dispatching an on-site technician from your internal IT department or a 3rd party service provider.

Network Support: We can provide you with desktop related network support issues and user administration.

Customized 800# and Greeting: Let us become a seamless extension of your IT department with a dedicated 800# and personalized greeting. Your options include:

  • Dedicated 800# access to our help desk agents.
  • Personalized greeting by our agents that gives your callers the comfort they are calling their own IT department.
  • Warranty repair/replacement order processing including submission to a 3rd party service provider or your internal IT department.
  • Ability for you to setup your own internal 4-digit extension to our help desk.
  • SAMPLE customized greeting: "ABC Company Support, this is (Analyst) speaking, how may I help you?"

Internet Call Tracking Access: Using our state-of-the-art help desk software and Web interface, we are able to offer you Internet access to your call status. You can:

  • Retrieve and view your call tickets through the Internet, VPN connection, or dedicated circuit.
  • Escalate (reassign) calls to a 3rd party service provider or your internal IT department.
  • Eliminate your own internal call tracking system and use ours through the Internet.
  • Provide a seamless integration of all support teams and full audit trail on any issue.

Remote Control Assistance: There's nothing more satisfying to a caller than quick, efficient resolution of their problem by a friendly help desk agent. Our remote control software assistance provides you with:

  • Permission-based remote control of your caller's PC.
  • Step-by-step voice and visual resolution of your caller's issue.
  • Ability for the caller to see the help desk agent controlling their PC's mouse and keyboard.
  • Ability for the caller to regain full control of their PC at any time; especially at the end of the call.

Proprietary Application Support: We can provide you with proprietary application support using one of the following three approaches:

  • Call Routing Only: Using this approach you are providing a single point of contact to your callers. We are taking the call, logging the call, and simply escalating to your internal team according to pre-defined processes.
  • Top Ten Issues: Using this approach we would offload some of the support from you by resolving calls associated with the top ten issues. All other calls would be escalated to your internal team according to pre-defined processes.
  • Full Support: Using this approach you would provide our team with training on your application(s) in order to resolve a high percentage of calls upon first contact.

Customer Satisfaction Survey: We can send out an automated email each month asking the caller to complete an independent survey based on five questions. Survey results are tabulated and reported on each month.

Foreign Language Support: GHDSi can help you with your foreign language requirements at the help desk. Depending upon the call volume, language required, and hours of coverage required, GHDSi will either staff foreign language agents to support you or utilize the resources of a language line Over-The-Phone Interpretation (OPI) service. Either way, your employees or customers will be handled with care and efficiency.

SMB Help Desk Service Overview
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Our SMB Help Desk Services have been specifically designed to help your small and medium sized business provide first-class help desk services to your employees and/or customers at a small business price. We have taken our Enterprise help desk services and simplified them into packaged services called Express Support to meet your small-medium business needs. These packages range from 50 incidents per month to as many as 500 incidents per month.

View SMB Pricing Packages

Expertise of Staff: The team at GHDSi handles calls from multiple SMB customers on the same software and systems every day. For instance, GHDSi might get a call on the same Outlook question from four different customers; whereas, your help desk might only get that type of call once every other day. This type of repetition coupled with our staff's level of training creates a level of expertise that is not normally found on an internal corporate help desk never mind a small business help desk.

Leveraged Resources: Investing in a call tracking or phone ACD system, you don't get the benefit of leveraging that cost over multiple customers. We do. When you hire additional staff for current or extended hours and the call volume does not utilize them fully, you have no other call volume to give them, but you still pay their salary and benefits. We leverage staff over multiple SMB customers to fulfill that utilization rate.

Improved Service Levels: GHDSi uses predictable, repeatable processes to deliver consistency that guarantees quality service to your callers. Since these processes are distinct and succinct, they facilitate one call resolutions. In other words, callers aren't bounced around, resulting in quicker resolution times and higher caller satisfaction.