our services
Our Service Desk – Outsourcing Solutions
We offer an extensive range of outsourced service desk services to empower your IT team to operate at the top of their capabilities while ensuring your users and customers receive the support they expect and deserve.
We support omnichannel in our engagement with our customers, managing conversation across various channels from email, AiChat, phone, web, and social media regardless of where you are. All you need is a laptop or a phone.
Software Support
We give you and your employees technical support for off-the-shelf software applications. These include PC & network software, office productivity suites, email applications, PC operating systems, web browsers, utilities, and wireless apps.
Hardware Diagnosis
Our front-line hardware diagnosis and escalation services include first-line support for your field personnel and their hardware, and warranty repair/replacement order processing (including submission to a 3rd party service provider or your internal IT department).
You also receive first-line support for your employees and their hardware. We dispatch technicians from your IT department or a 3rd party service provider.
Network Support
We provide a wide range of support services to resolve desktop-related network issues. We also support you with user administration.
Our expertise gives your IT team additional capacity so they can focus on the bigger picture.
Customized Toll-Free Number and Greeting
Internet Call-Tracking Access
Retrieve and view your call tickets through the Internet, VPN connection or dedicated circuit with our state-of-the-art service desk software and user web interface.
Escalate calls to your hardware and software vendors, a third-party service provider or your internal IT department. Reduce or eliminate the cost of managing your internal call-tracking system while giving your support teams a seamless experience and a full audit trail of every issue.
Remote Control Assistance
Ask your employees and customers, and they’ll tell you that nothing is more satisfying than having their IT issue resolved quickly by a friendly service desk agent. One of the best ways to achieve this level of customer satisfaction is to give service desk agents permission-based remote control of your callers’ PCs.
This service includes step-by-step voice and visual resolution of your callers’ issues. Callers see the service desk agent controlling their mouse and keyboard, and your employees or customer can regain full control of their PC at any time.
Foreign-Language Support
We live in a multi culture world / society, where other languages are use other than English? Bahasa Melayu, Bahasa Indonesia, Mandarin, or Thai.
Depending upon the call volume, language and hours of coverage required, we will have foreign-language agents to support you, or we use an over-the-phone interpretation service. Either way, your employees and customers will their calls managed with care and efficiency in their native language.
New Business and New Rollouts
The most important factors are to constantly know how are we performing, are your internal and external customers satisfied with the level of service? We will provide key performance indicators reports for you, using a set of customable tools like automated surveys, direct customer interactions, and focus group meetings.
We will formalize these outcomes and provide the results each month and present them to you in a Customer Useability and Satisfaction Report.
Satisfaction Surveys
Outsourcing your IT service desk doesn’t happen
with the flick of a switch – Onboarding Process
This process is the most critical activity in any outsourcing engagement, we develop a process to understand you as the company,
- why is there a need to outsource
- what you are trying to achieve and the desired outcome
- identify the scope, systems, and process that the service will affect
- the business rules and prioritize the required resource and workload
- document the IT assets as part of the support coverage
- standard operating procedure – workflow and service levels by category and the desire outcome
- support structure, user training and the desire process outcome
- implement the service desk structure
- measure – are we meeting the KPI set forth, are the customers’ expectations being met, resolution time
- constant improvements – learn from inefficiencies, process breakdown, latest best practices, set new targets
OUTSOURCING SERVICE DESK SERVICES
Type of coverage (remote)
End-point setup and management | Network | Server environment | Planned and On-demand | Performance indicators and reporting |
Microsoft Office 365 | Firewall Support & Management | System Administrator | Backup | Monthly Reporting – Support Cases and Incidents |
Email configuration and password management | Network Resources Monitoring (IP / Port Availability) | Windows and Linux Server (Hardware & OS Support) | Patch Management | Routine Checklist Review |
New PC | Laptop | MAC Setup | Access Point Support and Management | Network Attached Storage (NAS) | Escalation Management | |
Printer | Scanner Setup | Network Usage Analyzer and Reporting | |||
Mobile Phone Setup | Internet Service Provider (ISP) |