Our Help Desk service offering provides our clients with a low-cost single point of contact for all technology incidents and requests. Our Help Desk achieves demonstrable value for our clients through the following:
- Maximize resolution on first contact.
- Lower abandoned call rate.
- Manage all escalated incidents and problems through to a timely resolution.
- Improve service levels through implementation of proven best practices and processes.
- Achieve more efficient help desk operations with predictable costs.
Drawing upon our extensive Help Desk experiences Triple-I developed a robust IT Help Desk Toolkit that provides our teams the ability to quickly launch and operate an IT Help Desk. The toolkit includes an integrated, best practice capability that provides implementation and operational guidance for project teams. It consists of a comprehensive process diagram and a set of rigorously defined process descriptions, job descriptions, SLA definitions, Help Desk communication templates, FAQs, User Guide, a wiki and training guides.