Helpdesk services can be different depending on the size of the company. 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.
Deliverables :
Call Management.
Design SLA for internal customers to have smooth operations.
Design Helpdesk manual to make firm more process dependant.
Analysis of calls to reduce their repeated occurrences.
User awareness like publishing of FAQ will be done to avoid common mistakes & its knowledge base will be maintained for future reference.
Analyze the call and escalate to the correct agency based on the nature of the call.
Refer the problem to the competent designated person / service provider.
Problem escalation in the event of service levels not being adhered to.
Software distribution and license management.
Performance management and reporting.
Technology refresh - Enhancements and upgrades.
Security management and virus control.
