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

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. Who Benefits? Internet Service Providers benefit from this service by ensuring that their customer base has a single point of contact for technical issues. This Tier 1 Service Desk has the capacity and training to diagnose and resolve technical incidents quickly and without the immediate involvement of the ISP's primary administrators, executives, or Tier 2 technicians. As these individuals are no longer directly involved with the day-to-day support of their customers, their time is freed up to focus on their core strengths - growing the business, Tier 2 network operations and management, etc. Incidents are effectively managed by the SEI Service Desk, ensuring that customers are seeing the benefit of a fully functioning Service Desk which has the capacity to monitor all incidents and change requests through to resolution. Independent Software Vendors often find that their development team becomes the "default" helpdesk, as they have in-depth knowledge of the developed product. While this can result in a helpdesk that responds to user issues, it is typically not a good use of the developer's time, as their primary focus is product development, not product support. Once an effective Service Desk is implemented by SEI, the common, day-to-day issues which the developers were previously burdened with are now the responsibility of the Service Desk. Proper Incident Management processes are implemented, to ensure that standard Tier 1 issues are resolved at that level, and more complex problems and discovered bugs are appropriately escalated to the Tier 2/3 development teams. Internal Helpdesks often encounter challenges with implementing proper Incident Management. Deskside support specialists field support requests from users whenever a problem arises, with users coming to the specialists directly. This can cause difficulties in effectively managing these requests and ensuring they are dealt with in proper order, and that no requests "fall through the cracks". A Technical Service Desk Dispatch implementation is of high value to Internal Helpdesks with such an environment. By implementing a single point of contact for the helpdesk, users are able to call or email whenever a problem arises. The incident is properly documented and then dispatched to the appropriate deskside support team member, to ensure that it is properly addressed and queued. Implementation SEI will work in partnership with your IT department to provide quality technical support service to your end users. Technical support is our speciality and we're passionate about it. Our highly trained, knowledgeable, service experts are available when the end user needs assistance and over 70% of all assistance calls are resolved on first contact. This significantly reduces the time and productivity loss as well as frustration. More complex problems, requiring desk-side support, are dispatched by SEI to the appropriate technical resource for resolution, either yours or ours.. The elimination of minor disruptions from the IT department also increases their productivity. Records are kept of all assistance calls and their resolution, allowing root cause analysis to isolate repetitive issues requiring a more permanent solution. These records are also used to create monthly management reports , which communicate the levels of activity and what can be done to improve the situation. Our multi-channel contact centres allow communication and problem resolution by phone, fax, and email, whichever is more convenient to your employees. If you don't have an IT department or would like to have a partner manage all technical support issues, SEI will provide a full service solution. The Benefits Immediate access to quality technical support for your employees Service level guarantee and monthly reports to back it up Avoidance of investment in contact centre technology and infrastructure costs No staffing, recruiting or training costs You pay only for what you use Expand service and hours as business requires, up to 24/7 capability Elimination of employee frustration Increase in employee satisfaction and reduction of lost time, which leads to increased productivity and reduced costs Regular contact reports allowing you to analyse problem occurrence and resolution Allows your technical staff to avoid productivity sapping distractions and increase their focus on your core business

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