We offer you a help desk outsourcing alternative 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.
Service Overview
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.
