24x7 Help Desk

Our Helpdesk serves as an interface between the end users of IT service and the administrators responsible for managing the service. It plays a crucial role in ascertaining service availability till the last mile, by facilitating quick turnarounds for any inconvenience to the users. Helpdesk is able to provide efficient and cost effective service through the use of tools and processes acclimatized to suit the client environment. Our Help Desk service includes the following aspects:

Service Request Management

• Receiving the user query via Phone/E-mail for 24 x 7 x 365 multi-lingual support
• Registering and raising ticket for each query
• Resolving the query by either
• Directing the requestor to self-service portal for referring to FAQ's
• Providing L1 support for resolution of queries
• Escalating the query to the concerned L2 technical support team and follow up
• Closure of the request after confirmation from requestor

User Self - Service

Empowering users to resolve their queries/basic issues through a self-service portal containing extensive FAQ’s and knowledge repository. This portal is kept updated with the latest queries based on monthly trend analysis of the requests.

First Level Support

• Providing L1 support for resolution of queries
• Regular training to enhance the scope of L1 support
• Use of updated knowledge repository in resolving queries without escalations to L2 support
• Focus on restoring the service back to normalcy as quickly as possible and contain the impact on operations for the L2 escalations.

Reporting & continual improvements

• Periodic reporting of queries received and unclosed incidents report
• Regular tracking and reporting of performance on SLA parameters
• Query analysis & identification of target areas for continuous improvement initiatives
• Leveraging best practices gained from other clients to bring in automation, technical and process improvements