Virtual Help Desk
Small and medium enterprises (SMEs) follow a sensible "lean and mean" model of business. They maintain a bare bones staff and operate on frugal budgets to get the job done. Bottom line contribution is key and the main concern. IT helpdesk are often understaffed and a stepping stone of IT personnel. The cost of obtaining and retraining staff is high and end-user satisfaction usually suffers.
Strategic Data Management's (SDM) approach is to leverage our expertise to drive value and reduce cost of your technology investments. Via our "Virtual Help Desk" service, we provide SMEs the services of a hosted U.S. based team who can support your end-users and increase customer satisfaction at a reduced price compared to a in-house approach. With years of experience, the Virtual IT Help Desk will fit in seamlessly to your organization while keeping the cost and technology interests of your business in mind. "Companies can leverage our "Virtual Help Desk" to reduce their IT cost while improving their customer service." says SDM President James Jordan.
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What You Get When you sign up for Help Desk Service you'll enjoy live, U.S.-based, 24/7 technical support on software and hardware products from certified frontline-support technicians. The Human Touch Our friendly customer-service team will use industry-leading internal processes to expertly troubleshoot your technical issues. Quality Assured Phone calls are randomly recorded and monitored by a trained quality-assurance team. |
Key Help Desk Features and Benefits:
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Two Levels of Support:
Level 1 Help Desk: Benefit from a call-answering service, troubleshooting and call-logging, using a populated knowledge base to resolve the incident at first point of contact.
- Windows and Apple workstation troubleshooting and triage
- Desktop peripheral hardware included
- Issues resolved using remote control
Level 2 Help Desk: Additional troubleshooting assistance is provided. If a call can't be resolved, predefined call-escalation processes will elevate the issue to a qualified expert.
We can assist with multiple call types, including:
- Internet/Network connectivity
- Password resets
- Peripheral support (e.g., printer issues)
- Dispatch/Call management services
- Answering service
- Desktop applications
- Core Microsoft OS
- Apple Mac OS X
- Custom/Vertical/Line-of-business applications
Put Us to Work! Our Help Desk Service can be employed to complement your current staff during times of increased call volume, such as software rollouts and upgrades. Benefit from 24/7 technical support and after-hours user interface, as well as answers to how-to and technical or error-resolution questions.
Measuring Success We strive for excellence. Our solution center maintains the highest standard of service-level metrics, including:
- First call resolution
- Average speed of answer
- Abandonment rate
All measurements are reviewed and managed daily.
Trust Experience Our experts respond to an average of 40,000 incidents per month. We have the experience to efficiently support our customers with many help desk clients, including numerous Fortune 500 customers.
To discuss how our Virtual Help Desk services can help your company, contact us today. Let us help you realign your IT and business, and help you focus on job #1. Let us help you make sound IT decisions that will align your business and technology operations.
