|
Help
Desk
Services
The
personal
computer
has
become
a ubiquitous
productivity
tool
for
companies
and
end
users
alike.
Many
employees
can
not
function
effectively
without
their
PC.
Unfortunately,
personal
computers
have
also
become
increasingly
more
complex
to support
and
maintain.
Check
the
hard
drive
of any
standard
personal
computer
and
the
probability
of finding
the
productivity
tools
such
as Microsoft
or Lotus,
email,
connections
to the
Internet,
ERP
applications,
and
custom
software
unique
to the
company
is enormous.
Increasing
complexity
can
make
it difficult
and
time
consuming
for
an internal
Help
Desk
team
to efficiency
troubleshoot
and
resolve
technical
problems
or user
questions.
Most
internal
help
desks
are
plagued
with
staff
turnover,
a lack
of broad
application
training,
poor
process
and
tracking
procedures,
and
insufficient
tools.
If the
help
desk
is perceived
by employees
as unresponsive
or ineffective,
no one
wins:
- The user loses productivity placing repeated calls to the help desk or other technical support groups, waiting for help, or worse, bringing in other users to help resolve the problem.
- The Help Desk loses time on repetitive and routine requests, deflecting status requests, or trying to debug applications in which they are not well trained, and earns a reputation as the "helpless desk."
- The CIO gets deluged with complaints.
- And the business loses time, sales, and revenue.
Business
Solution
ZetaMicro
Help
Desk
services
redefine
traditional
help
desks
to minimize
support
costs
and
ensure
high
levels
of user
satisfaction,
enhance
productivity,
and
effectively
use
resources.
The
Help
Desk
services
provide
customers
with:
- Single Point of Accountability (SPOA) to eliminate multiple calls to the help desk. Help Desk personnel take ownership for resolving the problem. If they can't answer the question or provide a solution, they make the needed calls to network technicians, software specialists or field service, coordinating efforts until the ticket is closed. They keep the user informed of status.
- Expanded Coverage to ensure that help is there 24 hours, 7 days a week.
- Effective First Call Close Rate to minimize repeated calls, user downtime, and frustration.
- Courteous and Knowledgeable Personnel to provide answers to routine questions quickly, help the user learn how to perform simple diagnostics and functions, understand the applications, and are able to identify effectively what resources are necessary to handle a problem.
- Tracking and Reporting to give the IT manager the knowledge necessary to take preventive action. By tracking the type of calls and resolution, system, network, application and training problem trends can be identified and addressed. Building a knowledge base also enables the Help Desk personnel to share successful solutions for quicker resolution of problems.
ZetaMicro
delivers
high
quality
user
support
and
associated
cost
reductions
by combining
our
highly
trained
personnel,
certified
processes,
and
in-depth
experience
with
cutting
edge
help
desk
tools
and
technology.
ZetaMicro
delivers:
Our
People:
Skilled
and
Stable
Workforce
The
Help
Desk
personnel
have
experience
in supporting
a wide
range
of operating
systems,
commercial
off-the-shelf
software,
enterprise
software
such
as SAP
or PeopleSoft,
and
custom
applications.
ZetaMicro
can
provide
Tier
1 through
Tier
3 levels
of support
depending
on the
customers
needs.
The
Help
Desk
team
currently
supports
hundreds
of applications
and
continually
upgrades
the
team's
knowledge
of new
applications,
technology,
and
problem
resolution
skills
by investing
in ongoing
training.
This
commitment
to training
and
ZetaMicro
employee-owner
culture
has
produced
one
of the
best
retention
rates
in the
industry.
The
ability
to retain
experienced,
well-trained
personnel,
who
become
familiar
with
customer's
systems,
people
and
business,
creates
consistent,
high-quality
application
support.
Our
Process:
Defined
and
Refined
for
Continuous
Improvement
ZetaMicro
has
ISO
9001:
2000
certified
procedures
for
all
aspects
of help
desk
and
field
support
to ensure
consistent
quality
and
effective
trouble
resolution.
Remote
support
is provided
from
the
centralized
North
American
Integrated
Management
Center.
The
team
handles
everything
from
running
the
most
popular
applications
to resolving
software
and
hardware
failures.
With
each
new
customer,
ZetaMicro
establishes
specific
Service
Level
Agreements
tailored
to the
customer's
business.
These
Service
Level
Agreements
define
what
services
are
provided,
the
level
of service,
and
escalation
procedures.
Calls
for
each
customer
are
tracked
and
reported
against
these
Service
Level
Agreements.
The
customer-specific
results
are
reviewed
on an
ongoing
basis
by a
dedicated
account
manager
and
the
customer
to assess
how
continuous
improvement
in service
can
be achieved.
Our
Tools:
Best-in-class
Technology
ZetaMicro
integrates
Help
Desk
services
into
the
overall
infrastructure
design
and
management
of the
business
enterprise.
This
integration
extends
problem
resolution
beyond
software
issues
to encompass
equipment,
systems,
and
network
components.
ZetaMicro
has
demonstrated
a proven
commitment
to deploying
next-generation
applications
and
hardware
for
remote
monitoring
and
employing
proactive
and
preventive
system
management.
We use
automated
call
distribution,
call
tracking
systems,
scripting
and
knowledge
tools
to effectively
handle
calls
and
resolve
problems.
|
