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The technical support help desk business faces unique challenges. Most help desks spend an inordinate amount of time resolving routine queries. This, in addition to staffing challenges and an increasingly mobile workforce, is leading companies turn to third parties to manage their help desk operations.
These challenges make decisions such as hiring, developing training modules, and performance evaluation more complex. Not only is the technical knowledge of the representatives important, it is also imperative that they have excellent customer service skills. It is critical to understand the information technology, business environment, contact roles, system variables and overall business goals for better and quicker resolution of customer issues.
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| Technical Support Services
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MphasiS provides around-the-clock Level 1, 2 and 3 support to the business-to-business, and business-to customer segments. Our focus is to alleviate the challenges our client’s face, and provide a strong partnership to address staffing issues, achieve the service level agreements (SLAs), and bring about process improvements and greater efficiencies.
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| Enterprise Help desk Services
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The main challenges in operating an Enterprise Help desk Center include managing multiple products and technologies and meeting customer expectations in servicing products across expertise levels. It is also critical to ensure availability and backup for all business critical information and applications across the enterprise.
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| Services offered include:
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| Services |
Type of Work |
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Trouble Ticket Management |
| Opening ticket in the client CRM |
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Software (Clarify/Remedy/Peregrine) |
| Follow up for escalated tickets to Level 2 - Onsite Technician |
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| Reporting & Decision Support |
| Collating reports from client CRM software/monitoring software |
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| Application Support |
| Feature finding and use |
| Database search support |
| Navigation support |
| Level 1 customer support |
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| Knowledge Management |
| Creating knowledge base of solutions in the client CRM software |
| Creating website for client end users containing information on FAQ's/self troubleshooting procedures |
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| Issue Resolution |
| First call resolution over phone by remote access |
| Escalation of unresolved issues to the Level 2 technician |
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| Consumer Help desk Services
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Consumer Help desk Services are characterized by a large number of users looking for first call resolution. At MphasiS, we aim for call resolution that is fast, accurate and complete. We achieve this through a combination of our technical knowledge and empathy on customer engagement.
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| Services offered include:
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| Services |
Type of Work |
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Customer Sales & Support |
| Sales |
| Order processing and provisioning |
| Payment support |
| Billing issues |
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| Pre-Sales Support |
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| After-Sales Support |
| Installation support |
| Troubleshooting |
| Warranty support |
| Return authorization |
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Technical Support
Level 1 & level 2 services |
Voice/E-Mail/Online Chat support |
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