Mphasis service desks transform support systems to help IT teams remain focused on mission-critical applications, without business impact.  Mphasis service desks proactively engage with users to resolve incidents faster, ensure normalcy, prevent outbreaks, and reduce IT support costs. These highly scalable and flexible solutions support 2.3+ million incidents and 170,000+ requests every year.

 

SHIFT-LEFT,

SELF-SERVICE MODEL

TO INCREASE RESOLUTION

 

2.3 MILLION

INCIDENTS AND 170,000

REQUESTS EVERY YEAR

OVER 200+

AUTOMATION OBJECTS

TO ENABLE ONE-CLICK FIX FOR RECURRING ISSUES

BLENDED

SUPPORT

PROVIDING L1 AND L1.5 SUPPORT

MPHASIS SERVICE DESK OFFERS A SINGLE POINT OF CONTACT

Mphasis service desk solutions offer differentiated support through a shift-left self-service paradigm resulting in superior quality knowledge databases, and self-heal practices that increase first level resolution up to 80%. Unique value proposition of service desks happens to be the blended L1 and L1.5 support, where L1.5 service desk team is able to resolve a substantial amount of L2 incidents resulting in up to 50% reduction in L2/L3 efforts.

 

MPHASIS SERVICE DESK SUPPORT INCLUDES:

  • Service Desk Channels
  • Phone, Email, Web and Chat
  • Self-Help Service Deployments
  • IVR, Knowledge Portal and One-Click Fix
Business Value

Mphasis Service Desk forms the central node for all customer feedback, and helps pre-emptively identify issues and communicate them to the customers. With the right use of analytics, service desk solution drives business values aligned with technology to ensure the highest level of satisfaction.