Is your company in need of outsourced support desk services? The Telemarketing Group provides a low-cost 24/7 help desk and remote support.
Nothing irritates a client more than unreliable IT support, especially when they require immediate assistance. When customers have concerns or questions about a service or product, the first thing they do is contact customer service. They can then be connected to the appropriate specialist to assist them. Unfortunately, many businesses cannot afford a fully equipped help desk.
If your budget does not allow for a fully equipped help desk, you may be unable to provide a comprehensive service or respond swiftly to the needs of your clients. A poor help desk may jeopardise your service quality, which will have a negative influence on your clients.
So, what’s the next step? The only other alternative is to look into IT help desk outsourcing. At TTMG, we can provide you with high-quality help desk outsourcing services that ensure your customers are served 24 hours a day, seven days a week.
As a leading provider of outsourced IT help desk services, we can also provide you with managed customer assistance desk and application support centre solutions that will give you a competitive advantage over your competitors.
You may have the best IT department in your organisation, but your IT personnel may not be up to date on all company activities, including those involving technology.
Many individuals from various fields of expertise are hired by help desk outsourcing organisations. This implies that for any question your customer has, an expert will be available to answer it. This is the most effective method of determining client satisfaction. Not only that, but you’ll profit from the numerous services we provide.
Our outsourced NOC and support desk services include the following:
If you are unsure about which managed IT services to outsource or how to outsource outsource them, a TTMG specialist will assist you in making an informed decision.
We have competent staff who will provide you with a full overview of the services we provide and will assist you in selecting one or a combination of services that will meet your company’s needs.
Even if you have a fully functional IT department, your IT employees may be unable to combine customer service with other operations. They must focus on network engineering, systems engineering, network administration, system security and administration, application management, database administration, and other IT-related jobs that are critical to your business.
Obviously, they will become overloaded, and their production will suffer as a result. This is where help desk outsourcing services may help. Here are a few advantages to outsourcing your support desk services:
Money is, without a doubt, at the heart of all business decision-making processes. When the expense of building a full-fledged IT help desk is compared to the cost of outsourcing this function, it is clear that outsourcing is more cost-effective. You will have access to a certified and highly qualified technical staff that will work as an extension of your team. You will also save money on the cost of training or employing new IT workers. Another strategy to save money is to increase your company’s production.
Outsourcing your help desk can help you avoid staffing concerns in addition to maintaining business continuity. It goes without saying that hiring and managing help desk workers can be challenging. Lack of training, remuneration, and motivation can all have a significant impact on their capacity to do their duties. You can hire a third-party provider and provide them with the tools and resources they need to keep the help desk running successfully by outsourcing help desk service. If an employee retires, the outsourcing providers are ready to take their place and are far more efficient and organised than your current staff.
Your staff will be liberated by a help desk outsourcing service to focus solely on the company’s core activities and not on help desk support services. Even your IT personnel will be free to focus on what they do best rather than providing desk help. When everyone is free to focus on the company’s fundamental objective, your bottom line will benefit.
We devote ourselves to dealing with customer concerns as a professional IT help desk service provider. This implies that your clients will receive prompt responses, and your IT department workers will become more responsive and thorough in their work.
When a company maintains a help desk, it provides security to both its staff and its customers. Employees and clients are aware that there are personnel available around the clock to assist them with any questions they may have. This, in turn, makes them feel more at ease when doing business with the company. It can boost your staff’s and clients’ overall satisfaction and loyalty. This is an excellent approach to encouraging more clients to suggest your company to their friends and family!
Outsourced help desk services are an excellent option to boost work schedule flexibility. You can have peace of mind knowing that someone is always ready to answer inquiries and handle your IT needs, even at unusual hours. When you require assistance late at night or on weekends, you will be able to speak with a live outsourced representative who has been trained on your systems and procedures and can provide speedy answers for issues such as software glitches and hardware failures.
For many different industries, we at TTMG have years of experience offering top-notch business process outsourcing services. The following advantages are available to our clients who use our email support service:
L1 support provides basic and straightforward assistance. If you have any technical concerns, we can assist you with the most basic technical skills. L1 assistance is appropriate for simple problems such as user mistakes and programme installation issues. Our help desk specialist’s level of experience at this level is that of an average user and is not appropriate for complicated technological concerns.
Our L2 help includes all of the fundamentals for troubleshooting IT equipment and applications that L1 cannot fix. Technicians will be able to answer general hardware and software questions as well as perform basic checks on the aforementioned devices. They will also be able to install, configure, and maintain software updates, network devices, and peripherals, as well as provide basic connectivity help.
Our engineers give L3 support, which is the highest degree of service. It is appropriate for highly complicated issues that necessitate numerous layers of assistance and skill to discover and handle. These include network issues, computer speed, operating system issues, and software problems.
What is our problem-solving procedure? Our L1 support staff evaluates an issue first in order to resolve it as promptly as possible. If the problem is complex, it will be escalated to our L2 support team for further examination. If the problem is extremely complicated, it will be escalated to our senior L3 support staff for further analysis and longer-term work.
Our Help Desk Support Process is in place to ensure that we keep track of all tickets. To ensure that we maintain our high standards, we have a seven-step process in place. Each support request is assigned a ticket number, which you may use at any time in the future to check its progress or access any notes or attachments. If the request comes from a client, we will locate an agent who is qualified to handle the request. The customer will then be updated on the status of the ticket. It is vital to note that all tickets are tracked to ensure that contract SLAs are met.
The end-user reports a new issue by phone, live chat, email, or web form, and the details of the issue are supplied. If a consumer calls in with a problem, the first step is to rapidly define the problem and its scope. To accomplish this, all the necessary information must be acquired. This includes the customer’s details, the time of the call, the error message, and the measures they took to resolve the issue.
Once the information is gathered, the issue is classified and submitted into the ticketing or help desk system, with a unique ticket number assigned for tracking purposes.
Once the issue has been reported to the help desk or ticketing system, the end-user will receive an email with their unique service ticket number to indicate that their service request has been received.
The ticket system is how the organisation analyses and prioritises issues that end users encounter based on their importance. Internal IT guidelines that establish priority levels affect the sequence in which issues are addressed. We begin with critical concerns that must be resolved promptly and move through high, medium, and low priority levels, each with its own service level agreement. Based on the priority of the ticket, the service level is the amount of time the client can expect to wait before the issue is fixed.
When you get an issue from an end-user, you must ensure that it is sent to the appropriate resource as soon as possible. We will assign the issue to the best resource possible depending on a variety of characteristics, such as skillset, time zone, and how promptly the issue was assigned.
A technician who is working on resolving the issue will contact the customer. The technician will describe the issue and what steps are being taken to resolve it. This is a required customer service step that every technician must complete. We also keep an eye on the ticket for any escalations so that we can provide the most accurate response.
Issue resolution is an important step because it is the end of a process that was initiated by the user. Once the issue has been resolved, the technician provides the user with a description of what happened as well as additional information (like a troubleshooting guide) to help them resolve the issue on their own. If the user is an internal employee, the incident is closed and archived for future reference. The resolution will be reviewed, and once confirmed, the service ticket will be marked as closed.
Do you have any questions about our support desk outsourcing services? If your question is not answered below, please contact us, and we will gladly assist you.
IT help desk outsourcing is the process of contracting out IT support to a third party. Remote and onsite technical assistance, software licencing, hardware buying, and IT security advice are all part of this.
Help desk outsourcing is a key service because the help desk is typically the first point of contact for clients. Typically, an outsourced help desk is part of a bigger customer service and technical support solution. Customers should be able to contact the outsourced support desk 24 hours a day, seven days a week, and 365 days a year.
The short answer is that organisations prefer to outsource their IT Help Desk in order to save money while increasing efficiency and effectiveness.
One of the most critical parts of a successful IT support department is help desk outsourcing, often known as IT support outsourcing. The help desk is the first line of defence and support, and partnering with an outsourced help desk crew can help you save money while increasing efficiency. Help desk outsourcing services can save money by utilising more effective technology solutions and providing 24-hour help. IT support outsourcing can involve help desk outsourcing as well as a variety of additional services to assist small and large enterprises in better managing their IT requirements.
Many businesses are sceptical when it comes to outsourcing services. The truth is that outsourcing is risk-free and has benefited numerous businesses. To preserve the confidentiality of your company’s information, you must select a dependable, honest, and trustworthy support desk provider.
In a nutshell, all businesses can benefit from outsourcing services. It makes no difference what size or sort of goods or services they provide, from eCommerce to lawyers. It also makes no difference where they are.
Your provider will learn a great deal about your business. So, in addition to being trustworthy and honest, you should think about things like:
