|
Help Desk
Outsourcing Services
We offer you a help desk outsourcing
alternative that will provide technical support to your
population of computer users (or customers). Our help desk
services will help you to regain control over your user
support and 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, 2 and 3.
The most sought after level of support is Tier 1 or a combination of Tier 1 and Tier 2.
Global Help Desk Services blends Tier 1 and 2 together to make it easier for you and your users.
Your callers can expect to find a resolution with the first help desk agent they talk with.
Tier 3 support tends to be for those companies that have limited IT staff or have a need
for specific network administration support.
Tier 2 Support:
Tier 2 provides more complex support and/or subject matter expertise on application software
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.
GHDSi does not provide Tier 3 support.
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 basic 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, 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.
-
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.
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.
-
Caller can see the help desk agent controlling their PC's
mouse and keyboard.
-
Caller regains full control of their PC 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.
|
Help Desk
Outsourcing
