Help Desk Service
Mobile ID Solutions, Inc. Help Desk Service
What You Get
When you sign up for Help Desk Service you’ll enjoy live, U.S.-based, 24/7 technical support on software and hardware products from certified frontline-support technicians.
The Human Touch
Our friendly customer-service team will use industry-leading internal processes to expertly troubleshoot your technical issues.
Quality Assured
Phone calls are randomly recorded and monitored by a trained quality-assurance team.
Two Levels of Support:
| Level 1 Help Desk: | Level 2 Help Desk: |
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Benefit from a call-answering service, troubleshooting and call-logging, using a populated knowledge base to resolve the incident at first point of contact.
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Additional troubleshooting assistance is provided. If a call can’t be resolved, predefined call-escalation processes will elevate the issue to a qualified expert.
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| Key Help Desk Features: | Key Benefits of Help Desk Services include: |
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• Domestic call center
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• Freeing time for your internal resources to focus on core business and development projects • Reducing operations costs • Outsourcing help desk services, faster than building and staffing your own • Receiving 24/7/365 service • Eliminating drain on your resources, staff or infrastructure We can assist with multiple call types, including: * Internet/Network connectivity * Password resets * Peripheral support (e.g., printer issues) * Dispatch/Call management services * Answering service * Desktop applications • Core Microsoft OS • Apple Mac OS X • Custom/Vertical/Line-of-business applications |
Put Us to Work
Our Help Desk Service can be employed to complement your current staff during times of increased call volume, such as software rollouts and upgrades. Benefit from 24/7 technical support and after-hours user interface, as well as answers to how-to and technical or error-resolution questions.
Measuring Success
We strive for excellence. Our solution center maintains the highest standard of service-level metrics, including:
• First call resolution
• Average speed of answer
• Abandonment rate
All measurements are reviewed and managed daily.
Trust Experience
Our experts respond to an average of 40,000 incidents per month. We have the experience to efficiently support our customers with many help desk clients, including numerous Fortune 500 customers.
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