Requirement

The client's in-house team lacked the skills required for trouble-shooting various issues that customers faced time and again. This lead to considerable mismanagement which was costing the company heavily in terms customer satisfaction and efficiency. To reverse this trend, the client wanted to outsource its IT helpdesk services to an expert so that it could utilize the latest technology to reduce costs, minimize downtime, and increase the overall efficiency of their IT infrastructure.

Challenges

The challenge lay in meeting the client's specific requirements. It was particularly daunting because we had to provide complete support for 14 hours from Monday to Friday, 8 hours on Saturday, and 4 hours on Sunday across six locations in the United Kingdom. We had to accomplish this by coordinating with the client's team.

Our Solution

ExpertCallers developed and implemented a customized helpdesk solution for the client. Our solution consisted of the following:

Devising an efficient ticketing solution to optimize work flow of the helpdesk system

Setting up a teams which worked in shifts to meet the client’s specific time requirements

Automating routine applications. This helped the client save time and expenses

Monitoring servers remotely. This helped brought the downtime to zero

Results

Our hands-on approach to the project benefitted our client in many ways. Some of the high-points of our solution included -

With guaranteed IT uptime, the client was able to focus on their key business areas.

There was a drastic fall in the number of IT issues due to proactive monitoring

As problems got identified and rectified within the desired SLAs, the downtime was brought down to zero

With the new order, the client has to look at the issue only once a week. We furnish reports on a daily basis.

Our solution proved to be so effective that our client has hired us to meet their application development needs.

Enhanced IT Helpdesk Services with ExpertCallers

With over 13 years of experience in handling a variety of Infrastructure Management Services, ExpertCallers has acquired the expertise to manage IT helpdesk services, of all size and scale. Besides providing dedicated application monitoring centers, we provide both full-time and part-time help desk services, and even a service desk for handling employee requests.

If you are looking for efficient and cost-effective IT Helpdesk Services, get in touch with us now