Our aim is to resolve the problem on initial contact every time

Support Excellence Services SEI provides Technical Service Desk and Admin Service Desk solutions to the small and medium sized business market, specializing in three key areas: Internet Service Providers Internal Helpdesks Independent Software Vendors A Service Desk is much more than a helpdesk or contact centre - The Service Desk extends the range of services and offers a more global-focused approach, allowing business processes to be integrated into the Service Management infrastructure. It not only handles Incidents, Problems and questions, but also provides an interface for other activities such as customer Change requests, maintenance contracts, software licences, Service Level Management, Configuration Management, Availability Management, Financial Management for IT Services, and IT Service Continuity Management. What does this mean for our clients? It means that our clients get more than just a service that tries to resolve problems, answers questions, or provides information. SEI provides services which integrate with your existing business operations - customer service, billing, Tier 2/3 support, and more. Our ITIL focused processes ensure that customer interactions are handled properly from start to finish - regardless of the level at which they are being dealt. Technical Service Desk Technology companies often have the most complex systems environment due to the nature of their business. Often, especially for smaller companies such as last-mile Internet Service Providers and Independent Software Vendors, technical support to customers when they are in need of technical assistance can fall by the wayside, or be tasked to employees with other duties more critical to their role. Read More Admin Service Desk Providing front line support to your customers is critically important - but as with technical service, can sometimes fall by the wayside in smaller organizations due to a lack of available, expert resources. Giving your customers a professional, single point of contact Service Desk will help increase overall customer satisfaction, drive sales, and increase customer loyalty and retention. Read More Service Desk Consulting SEI consulting services help you maximize the value from your investment in acquiring, managing or improving your existing Helpdesk or Customer Contact Centre. We provide consulting in the following areas: •  Design and construction of a service desk •  Business processes for service delivery •  Technology selection and integration •  Review, design and management of SLA (Service Level Agreement) and OLA (Operating Level Agreement) •  SEI consultants have many years of project management experience in management consulting and Service Desk implementation. Read More

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