End User IT Helpdesk
vServe24/7 provides an integrated end user IT helpdesk offering. To improve customer service levels and effective value added interactions with the customers; vServe24/7 provides round-the-clock services and provides end users with 24/7 technical support for both software and hardware products. We provide help desk services with access through email, voice, web based chat and ticketing tool.
To improve efficiencies, vServe24/7 works with clients to design a specific Service Level Agreement (SLA) to meet their particular support requirements
Our IT Help Desk Services typically include:
- Receiving calls, first-line customer liaison
- Recording and tracking Incidents and complaints
- Keeping customers informed on request status and progress
- Making an initial assessment of requests, attempting to resolve them or refer them to someone who can, based on agreed service levels
- Monitoring and escalation procedures relative to the appropriate SLA (SLA Management)
- Managing the request life-cycle, including closure and verification
- Coordinating second-line and third-party support groups
- Providing management information and recommendations for service improvement
- Closing incidents and confirmation with the customer
vServe24/7 provides 3 levels of support which are:
Level1 Support: Support for basic software applications such as desktop productivity tools, web applications and other software.
Level2 Support: Complex support and subject matter expertise on software applications such as Microsoft Office, Microsoft Outlook, Lotus Notes or Hardware applications and is usually an escalation from Level1 support.
Level3 Support: Support on servers and enterprise network/ hardware related problem reporting, diagnosis, resolution or dispatch. Address network problems such as connecting to servers, LAN, WAN, Mobile, Internet, intranet etc.
