IT Helpdesk

Our Helpdesk is an interface between the users and the administrators responsible for managing the service. It’s an important part of service delivery model ensuring service availability till the last mile.
Helpdesk is able to provide efficient and cost effective service through the use of tools and processes acclimatized to suit the client environment.

Our Help Desk service includes the following aspects:

  • Receiving the user query via Phone/E-mail for 24 x 7 x 365. .
  • Resolving the query by either
    • Directing the requestor to self-service portal for referring to FAQ's.
    • Providing L1 support for resolution of queries.
    • Escalating the query to the concerned L2 technical support team and follow up.
    • Closure of the request after confirmation from requestor .
  • Empowering users to resolve their queries/basic issues through a self-service portal containing extensive FAQ’s and knowledge repository. This portal is kept updated with the latest queries based on monthly trend analysis of the requests.
  • Providing L1 support for resolution of queries.
  • Use of updated knowledge repository in resolving queries without escalations to L2 support .
  • Focus on restoring the service back to normalcy as quickly as possible and contain the impact on operations for the L2 escalations .
  • Periodic reporting of queries received and unclosed incidents report.
  • Regular tracking and reporting of performance on SLA parameters .