Global Help Desk
Comprehensive support and user-focused metrics
In today’s evolving enterprise workspace environment, IT support teams can be based in Mexico, Mumbai or Dallas. Those teams, meanwhile, need to efficiently manage and resolve user incidents and problems. Today, however, many enterprises lack essential skills, delivery models and technology. Instead, they continue to rely on ad hoc problem solving and outdated and inefficient “shoulder tap” support models.
Our Global Help Desk solutions deploy nearshore and onshore resources to support users in any location – from traditional corporate parks to home offices to hotel rooms. Service desk capabilities comprise Levels 1, 2 and 3 online and phone support for incidents, troubleshooting and problems, including login issues and password resets; connectivity, network, WiFi and internet problems and mobile device configuration and operating system adjustments. Optimized incident management processes enhance efficiency and ROI. Admin capabilities include user provisioning moves/add/changes/deletes, e-mail provisioning.