Help Desk is the clinic for all problems related to a service and IT Support Express houses the best clinic there. Our Help Desk Services are of single point of contact type that gives all necessary backup or any support to registered clients in need, 24X7 all over the year. The Help Desk Services is like a central meeting point between all our service sectors and the client due to its Incident and Request Management role. The work is done in a process where the client files an incident and the desk forwards it to relevant sector which henceforth solves the matter. Our Help Desk group categorizes the incidents in according to priority and also keep documentation about it for future reference. Help Desk at our disposal is elite force of analysts who proficiently tend to resolve client’s problem at initial interaction, if not achievable then send those ticket forward to 24X7 Level 2 or 3 support desks for redressal. In spite of this recourse, our Help Desk always track & follow up the incident.
IT Support Express’ help desk could be reached through multiple platforms such as online site, toll free phone numbers and e-mails. The Help Desk Services that are provided by us starts with USP Open to close incident management. The client’s request will be conformed and worked out at initial stage by our elite proficient staffs. Escalation of incident and field technician deployment will be done co-ordinately if needed. Reporting is done on monthly basis which comprises of call reception time & response speed, initial crisis resolution, recourse tickets, austerities and coordinates. We follow the ITIL framework for process integration of cross-functional nature.
Benefits offered by our firm are massive because of the cost viable operation model and single point of contact for all incidents bringing forth the wave of client satisfaction. IT Support Express has curtailed enterprise expense quite an inch by quick paced resolution strategy. Our FCR approach has considerably reduced client’s business interruption time due to less call time & field visits. The reporting & monitoring feature is tailor cut for client satisfaction.