Help Desk and Service Desk

 

Exceeding expectations with global specialist IT support you can rely on

From self-service support to remote management and diagnostics, you can gain access to multilingual teams of Help Desk and Service Desk specialists at multiple global locations to support your enterprise.

1.5 Million Served

Handling more than 1.5 million calls per month, our Service Desk staff takes ownership of each contact. For you, it means prompt, reliable support that aligns with your standards and expectations. We make it easy for users to report incidents, and we promptly respond and manage every one through to resolution. (Our teams are highly skilled at resolving help requests without escalation to second-level support.)

Proactive, Predefined Problem Solving

Our Service Desk staff comprises experienced, technical personnel with Service Desk training to meet our exacting standards. For each call, their problem management process is based on proven ITIL methodology.

Using a proactive approach, as well as predefined procedures and scripts, our teams work to quickly resolve incidents. Their overriding goals:

  • Let users know the status of their calls
  • Maintain an audit trail of all actions relating to a call
  • Keep you apprised of state of service via regular reports and service review meetings
  • Create a more satisfied user community.

Certified Bona Fides

We implement multiple industry and certification standards, including ISO 9000, SEI/CMM and SCP. We are also compliant in ISO 9001 and practice-compliant methodologies in delivering Service Desk services.

Contact us

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ITO Services
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