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Hands-on service – at a distance

Enabling IT functionality at any location is key.

Global Help Desk

Global Help Desk

Comprehensive, flexible and scalable support

The COVID-19 pandemic broke the traditional in-house model of IT support. Today, small and medium-size businesses are exploring alternatives. Bottom line: relying on ad hoc problem solving and “shoulder tap” models is no longer an option. To efficiently resolve user incidents and problems, IT support teams need to apply effective tools and processes to support users in any location or work environment.

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 that include 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.

Benefits of Global Help Desk

Performance

End-to-end IT support and services with industry-leading SLAs. Analytics and process optimization applied to drive continuous improvement. Less time on ad hoc break/fix activities.

Cost Savings

Resource pooling delivers enterprise-level capabilities to smaller organizations. Leverage economies of scale and transition from Capex to Opex models.

Cultural Affinity and Talent

Multi-shore sourcing model enhances alignment and communication between IT and business teams. Global resources and extensive expertise in scarce skill offloads the burden of recruitment and retention and focus on core capabilities.

Productivity

Service desk optimization minimizes downtime.

Use Cases

Workplace Services for End-User Computing

Workplace Services for End-User Computing

Effective management of end-user computing requires consistency, standardization and a focus on the fundamentals of process discipline.

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Insights

The Pandemic and End-User Computing

The Pandemic and End-User Computing

Talk about lemonade from lemons. Todd Seiple describes three ways the pandemic has enabled mid-sized businesses to improve IT service delivery.

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Why SMBs are Giving IT Outsourcing a Second Look

Why SMBs are Giving IT Outsourcing a Second Look

The pandemic exposed inherent flaws in in-house IT service delivery models. Today, small and mid-sized businesses considering outsourcing are discovering new options.

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Putting the “User” in End User Computing

Putting the “User” in End User Computing

In the wake of the pandemic, businesses are reassessing their IT service and support models. Many are increasingly focused on delivering a quality experience to the end user.

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Mobile Device Management in the Finance Sector and Millennial Employees: Keeping Everybody Happy

Mobile Device Management in the Finance Sector and Millennial Employees: Keeping Everybody Happy

As mobile devices become increasingly ubiquitous in our professional and private lives, ensuring functionality and security while accommodating personal choices is essential. That’s especially true for banks managing sensitive data and competing for scarce young talent.

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Why You Should Outsource End-User Support

Why You Should Outsource End-User Support

The shift to remote workforces models exposed the inherent weaknesses of in-house IT support teams. The new normal requires process optimization and remote access capabilities, which third-party providers are better positioned to deliver.

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COVID-19 Response: Four Strategic Imperatives CIOs Can Support

COVID-19 Response: Four Strategic Imperatives CIOs Can Support

In developing responses to the COVID-19 crisis, a CIO’s most immediate and urgent task is to equip employees to work productively from home. Over the longer term, IT leaders can contribute to broader business goals. Claro Enterprise Solutions’ Mark Popolano outlines four keys to a longer-term perspective.

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Bright Shiny Objects and Three Basics of Service Optimization

Bright Shiny Objects and Three Basics of Service Optimization

Businesses pursuing digital transformation often get distracted by the capabilities of the latest intelligent automation tools and data analytics platforms. In many cases, driving improvement requires focusing on the fundamentals of service delivery.

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Three Tips for Selecting an IT Outsourcing Provider

Three Tips for Selecting an IT Outsourcing Provider

IT outsourcers can help businesses efficiently manage basic IT services as well as lay the groundwork for transitioning to new digital platforms. But finding the right partner can be tricky. We offer some clues.

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