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Services > IT Help Desk |
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Scintel has established remote technical support
centers in India and has deep experience in helping
companies execute offshore strategies to reduce costs,
enhance quality and improve customer satisfaction
& experience Scintel has developed expertise in
helping customers transition their onsite help desks
to an offshore model and the experience gained in
managing these operations are cross-leveraged for
new customers, for both cycle time reduction in transitioning
services and reusable methodologies for implementing
similar services for other customers.
Scintel offers multi-channel (voice-based, e-mail,
web-based & chat-based) technical support services.
Scintel’s helpdesk services can be tuned depending
on the size of the company and the array of technology
being supported. The requirements for IT help desk
support ranges from basic trouble ticketing and first
level support for medium-sized companies, to large
corporate help desk operations needing a complex mix
of proactive and self-service tools, remote control
and diagnostics and strict service-level tracking
and reporting.
Our help desk services include
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Setting up offshore IT help desks
for IT infrastructure support and management
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Providing single point of contact
for IT users of an enterprise across locations and
geographies
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IT Infrastructure support covering
desktop/laptops, servers, operating systems, office
productivity suites, email & browser support,
network & connectivity issues, line of business
& custom applications
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Incident management or (trouble
ticket management) for user queries, so each issue
is logged and monitored until resolved
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Workflow engine to move issues
through a defined flow from open to closed, including
monitoring that response time is within the guidelines
of any existing service-level agreement (SLA)
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Web self-service allows employees
to access online knowledge bases to search for solutions,
open and update support incidents and even perform
password resets
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Technology refresh – Enhancements
and upgrades
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Implement leading help desk
technologies such as Clarify, Compuware, Microsoft
etc.
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Remote management using remote
troubleshooting tools for effective first call resolution
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Knowledge base creation and
maintenance
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Asset & configuration management
– Single point for managing hardware and software
assets using both remote discovery and asset tracking
tools
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Software distribution and license
management
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Security management and virus
control
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Performance management and reporting
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Change management – Trend
analysis and pro-active change planning
The help desk services cover Level 1 / Level 2 and
higher levels of support across a wide range of products
and technologies.
We build our solution to ensure
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A smooth transition in order
to enable a quick startup and minimal disruption
of service
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Optimize existing client investments
in technology to keep startup costs low
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Flexibility of the solution
to scale to additional numbers / types of applications
Scintel has invested in world-class infrastructure
set-up and maintenance with the twin objectives of
servicing our clients with the best service levels
possible and being ready to serve our rapidly expanding
client-base and work force. The guiding philosophy
has been to define the standards in this industry
rather than following them.
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