Service Desk

There is an increasing pressure on service desks to deliver business value by improving the customer experience beyond focussing on just operational metrics. We hire, train and nurture a multi-lingual support team addressing needs of organization with a globally dispersed workforce.

A primary measure of performance for the service desk is the internal Customer Satisfaction score. Our focus is on consistently achieving high C-Sat scores, and has successfully done so for organizations globally. As the primary touch point for employees, the performance of service desk defines the perception of the IT function by the employees.

We achieve this goal through consistent efforts to enhance first call resolution while implementing solutions for adopting self service. In addition to enhancing end user satisfaction, service desk also helps organizations enhance infrastructure management and control while capturing data to enable decision making. Our services are delivered across our centers globally.

An illustration of the various phases of Mphasis Managed Maintenance Services