Your internal employees are the heart of your business – keep them happy
We treat your employees like our customers, because they are.
Keeping your employees productive promotes a happier workforce. Our efficient, proactive and ITIL-based service desk and desktop support teams can help to minimize outages and improve employee productivity.
SERVICE DESK / DESKTOP SUPPORT SERVICES
Your success comes from our focus on four key areas
- Ensure 100% incident closure (FLR or assigned) within SLAs
- Flex staffing model to maintain ASA
- Customer survey sent after incident closure
- We categorize all incidents by – software, infrastructure and training related to help pinpoint remediation response
- Ensure change management support - new technology introduction, software and infrastructure enhancements
- Problem management
- Root cause analysis
Increasing FLR by closing level 1.5 / 2 tickets
- Reduce customer downtime
- Reduce cost to resolve
- Minimize AHT by using bench team as necessary
- Utilize templates by incident type
- Evaluate hub vs. dispatch models for desktop support
- Apply/recommend technology over time - chatbot, workflow tools, etc.