In an intensely competitive market, an organization's ability to consistently raise the bar for its customer service levels is as crucial as the introduction of new features in a product. Distinct challenges arise when a product is used by a large base of customers who expect the same service levels in your ability to provide offshore IT Helpdesk services. The primary objective for Data Concepts Help Desk services is to streamline the processes and raise the quality of service to the internal and external customers of our clients regardless of location.

Some of the challenges facing organizations attempting to maintain acceptable service levels of helpdesk services are:

• Lack of skilled resources to follow-up and close trouble tickets
• Inability to maintain co-ordination between different support groups

As the IT helpdesk of the client is the most frequent interface for the client with its customers, any drop in service levels has the potential of impacting the client's business. To mitigate these challenges, we encourage our clients to outsource helpdesk and product support activities to a trusted partner who can provide significant improvements in quality of support with a streamlined process of handling call volumes.

Our Help Desk Service Features:

• Helpdesk and first line product support activities
• Complete ownership of ticket, from ticket logging to closing of tickets
• Proactive monitoring of errors through monitoring of automated scripts generated at the client location
• Escalations to appropriate support groups within the client organization through e-mails and phone
• Authenticating and enabling user access according to user rights
• Creation of an optimized process flow
• 24X5 support across UK & US
• Comprehensive SQL based query handling
• Reporting tool support and troubleshooting
• Documentation of operating procedures, process flows and service level based commitments
• Consolidating and delivering existing services through a dedicated 24/7 offshore support center
• Incident and problem management
• Change management

The Data Concepts Advantage:

We design, implement, and manage efficient, centralized, on-demand Help Desk environments spanning voice, chat, web, and e-mail environments. Outsourcing your Help Desk requirements to Data Concepts enables you to:

• Improve customer service and satisfaction levels through faster response times and multi-channel communication
• Maintain a scalable, efficient, and flexible Help Desk environment, utilizing the latest in center management systems without expanding your in-house infrastructure costs
• Significantly reduce costs without sacrificing quality by leveraging low cost talent in India and gaining economies of scale that only a large Help Desk center can achieve
• Improved service levels and enhanced coverage window from 8x5 to 24x7
• Significant cost savings and improvement of service quality
• Free up client's resources and management bandwidth, to focus on core-to-business activities
• Cross Pollination of best practices, and deep mutual confidence, resulting in the creation of a highly competent and optimized workforce.

Data Concepts' Help Desk and IT outsourcing services are designed to provide your users with the answers and guidance they need to ensure seamless adoption of a new feature or tool. Working with Data Concepts can help you to improve service levels, operational metrics, and overall customer satisfaction levels while reducing customer support management costs.