Service Desk
Is technology optimizing your organization's performance-or slowing it down? —
Even the best technology solution won’t be successful if your people aren’t able to realize its potential. That’s why an effective Service Desk is critical to get the most from your technology investment.
Overview
The typical Help Desk is reactive, responding to calls as they come in.
As call volumes increase, Help Desks become more costly to operate.
Over time, this can strain your budget and erode the benefits of technology.
A Service Desk is proactive — it takes the pulse of your user
community, reports on emerging needs and trends and provides the mission
critical
data you need to respond quickly and put intelligent action plans in
place.
Why Analysts International
We provide a broad array of cost-effective Service Desk support options.
Whether you need a team of highly trained consultants to staff your
current operation, or want a complete off-site solution, we can help
you meet your goals without adding costly support or infrastructure.
Analysts International is an active member of the Help Desk Institute (HDI) and is certified by the IT Infrastructure Library (ITIL), the recognized world standards for best practices in public and private service management. Our experienced service desk consultants are typically ITIL and PMP-certified by the Project Management Institute with years of experience in optimizing Service Desk performance. We work with you to lower call volumes while raising customer satisfaction.
Service Offerings
End-to-End Customer Care Model (EECC)
EECC is designed to help you spot emerging user needs and trends
and respond with process improvements that can increase efficiency
and save your organization money.
- Significantly improve first-call resolution
- Implement proven best practices for call escalation
- Improve efficiency with flexible notification of issues
- Proactively identify trends and issues
Current Care Assessment
Using our established best practices, we measure your service desk's
performance against industry standards and provide information
on how to improve and upgrade your operation.
- Call handling and escalation practices
- Staff utilization and training
- Areas of largest opportunity
- Documentation of customer needs
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