Help Desk
End user support begins with the help desk. Enabling your workforce to become more productive with better help desk assistance can add significant value to the bottom-line.
If your current help desk is using ad hoc methods to support your employees there’s little doubt you can reduce costs and improve user satisfaction by adopting a standards-based approach to end user assistance.
Having a firm technical grounding in both generic and specialized IT tools is not enough – you need repeatable and measured processes embodied in Information Technology Infrastructure Library (ITIL) standards to structure and deliver quality help desk services.
Alsbridge provides an extensive knowledgebase to ensure your help desk needs consistently deliver visible measurement of service levels and unprecedented value regardless of the location of help desk staff.
Our analysis focuses on outcome-based results. We leverage our deep understanding of help desk management technologies and global provider services to secure cost advantages in offshore markets. By helping you achieve faster and more accurate call resolution, greater user satisfaction and lower cost – you can grow your business while retaining your valuable knowledge workers.
We have ITIL trained help desk consultants to assist with:
- Collecting and analyzing current help desk performance data and future requirements while providing highly accurate industry benchmarking data to assess the accuracy, cost and satisfaction with support for both generic and specialized IT applications and services.
- Designing and evaluating a range of help desk delivery options taking into consideration IT complexity, global corporate reach, integration with other IT services and corporate culture.
- Selecting the best help desk sourcing option on-shore or off and founded on the ITIL-based service configuration service levels that best meet your needs. We generate a Request for Proposal (RFP) to solicit the greatest response.
- Negotiating service contracts that embed ITIL best practices into a clear, enforceable, sustainable and transparent delivery framework.
- Implementing a comprehensive transition process that prepares your retained organization to manage help desk operations to achieve forecasted value and performance.
- Monitoring the performance of your help desk organization over time as your business evolves.
