Focus on Business Issues Instead of User Issues
Help desk services can be beneficial to companies of all sizes. Companies that have their own internal IT staff can use help desk services to outsource support for the solving of end-user issues, which are typically repetitive with a limited need for advanced technical expertise.
Do you face any of these challenges?
Does your IT staff get bogged down fixing employee issues?
Are members of your IT staff pulled off important company initiatives to deal with user complaints?
Are your users dissatisfied with response times from the IT team?
Are your IT costs escalating?
Is your IT staff stretched too thin?
Are outages and slow networks hampering your employee’s productivity?
What are help desk services?
Help desk services are provided by a managed service provider’s (MSP) network operations center (NOC). MSPs can have multiple NOCs running multiple shifts to provide round the clock support. As client issues are reported to the NOC, issues are assigned to the appropriate level of technician. Each technician can track and monitor multiple issues with a closed feedback loop to the client.
NOC technicians will also monitor client environments for uptime performance, and proactively resolve issues before the client is even aware. Ongoing updates of antivirus, malware, antispam, device firmware, and OS are performed to eliminate service and security issues.
Dedicate Staff to Revenue-generating Activity
Business executives at growing organizations frequently find that as their business grows, their information technology staff has less time to support critical business initiatives. When the number of users increases, the IT team becomes stretched to the limit. By outsourcing your end-user help desk, your IT staff can more readily concentrate on revenue-supporting activities.
Today’s complex technology environments make it difficult for IT teams to support every type of user issue, especially if it’s one they haven’t come across before. A reliable provider of managed help desk services can more quickly solve user issues than internal IT staff because of the wide range of experience they have serving multiple customers, as well as their depth of expertise in a particular technology, such as cybersecurity.
What can you expect in a managed help desk service provider?
The right managed help desk service provider will provide technical support to your users 24×7 to solve their issues, and provide you with all the help desk functions that you need. Users will have faster, more comprehensive support, all delivered at a lower cost than you could provide with in-house staff. You will better control your security risk across the network, including risks inherent in BYOD, by leveraging your access to security experts at your MSP. Users will experience better performance, which will increase efficiency across the organization.
Features of Corserva’s IT help desk support services include:
Incident and service request management while applying proper classification and prioritization codes
Support for desktops, laptops, mobile devices, servers, storage, network devices and more
Support for Windows, Mac, and Linux operating systems
Service asset and configuration management, knowledge management and change management
Guaranteed service levels via SLAs
Resolution of incidents and service requests as quickly as possible
Escalation of incidents and service requests that cannot be resolved within agreed timelines
Best-in-class customer service
Benefits to your Business
When you outsource your IT help desk services to Corserva, you gain these benefits:
When your internal IT staff can focus on the business initiatives that drive increased revenue, instead of user issues, your organization becomes more efficient.
Happier IT Staff
Dealing with minor user issues all day can be frustrating for your internal IT staff. By outsourcing user support to Corserva, your IT staff can work on more rewarding technical projects.
When your users can get support for technical issues 24x7x365, regardless of how busy your internal IT staff may be, a common source of frustration is eliminated and your employees can be more effective.
Our Standard Help Desk Process
All Corserva tickets are tracked and monitored for strict adherence to contract service level agreements (SLA).
Corserva’s SLAs for each managed service stipulate response time requirements for reported issues as well as escalation timeframes based on priority levels.
As part part of our ticket management process, Corserva provides complete transparency to its clients, enabling them to access their customer portal to view the status of their tickets at any time.
1. New Service Request
The end user reports an issue by phone, web form, or email.
The reported issue is entered into and tracked in our ITIL based ticket management system via a unique service ticket number.
The user receives an email notification referencing their service ticket number, indicating that the issue has been received and logged.
The ticket is assigned a priority based on the specific type of issue that is encountered, and the expected impact that this issue will have on the customer’s business.
Corserva routes the ticket to the best resource to handle the issue in the most expedited way.
6. Customer Updates
The user receives a call and/or email notifications on the progress of the work as the technician works to resolve the issue.
7. Issue Resolution
The issue is resolved and the technician records notes on steps taken to resolve the issue and how to prevent the issue from reoccurring in the future. After the ticket and resolution information is reviewed by the service desk manager, the ticket is closed and the user is notified of the resolution.