Flexible Service Level Agreements · We offer flexible SLAs that can scale up or down depending on our client’s requirements for time zone coverage, pricing, channels, helpdesk team size and technology skills. 24/7 Global Helpdesk Support · Affirma can operate utilizing US-based, near-shore, or global resourcing depending on our client’s preference and needs. Our global coverage through multiple worldwide locations allows our teams to be available to you at any time of day. Measurable Ana...
Enhance efficiency: Automating easy, repetitive tasks cuts down the time it takes to handle customer tickets, freeing up your IT team to focus on bigger, more complex issues — those projects that are constantly being put on the back burner because of the day-to-day fires. Improved accuracy: There are typically fewer mistakes made when processes are automated, which, in turn, improves your customer satisfaction. More consistency: When you’re managing a team, you have to hope that everyone is ...
Typical tasks managed by L2 engineers are: ; Setting up and managing multi-factor authentication and multi-tier access management. ; Preparing the digital workplace upon user onboarding. ; Setting up network’s endpoint devices (e.g., printers). ; Resolving network connectivity issues.
Ticket escalation is the process of moving a customer support ticket from an initial... Help desk software can help with this process by ensuring high-priority problems get the attention...
Overview ; Customer support is an essential aspect of a quality company. Sometimes it’s the last stop for a customer before they take their business elsewhere. That’s why it’s imperative to make sure your customer support processes promote a positive customer experience with: Fast responses Tailored support Tracked tickets for more efficient service The ability to automate redundant or mundane tasks · It should also do all of this while reducing costs. Many companies are turning to help ...
Typical tasks managed at the L1 level: ; Installing, reinstalling, uninstalling user apps. ; Configuring user apps. ; Granting and removing access to data and services. ; Resolving basic network connectivity issues.
What is a help desk? ; What does a help desk do? ; Why are help desks important? ; Types of help desks
SLAs are important because they, ; Assure customers of the service quality provided by a company ; Set the expectations between a customer and a service provider ; State and guide how a customer can reach out to a business for support
Help desk software ; A help desk is the first point of contact for customers and employees alike. When employees need someone to troubleshoot a printer, upgrade security on a laptop, or give them access to a new system, it’s the help desk to the rescue. When customers can’t get into their systems, need help with setup, or encounter a bug, it’s the help desk that typically gets a call. Help desk software enables support agents to provide quick and easy answers to help seekers. The right hel...
Before we discuss the ITIL Service Desk process flow in detail, it is important that we remind you of what ITIL is. An initiative of the British Government in the 1980s, ITIL, or Information Technology Infrastructure Library , was initially aimed at documenting all Information Technology process management service literature, cases, and best practices. The project was so successful that it had become a reference used worldwide! · Yes, today, anyone in need of a good point of reference on proce...