Many of our competitors operate stand-alone Service Desk centers and simply “make room” for your employees calls by carving out a set number of operators who generally open tickets and then forward them to designees within your company with very little to no follow-up afterwards. Beyond simple password resets your outsourced Service Desk becomes a “No-Help Desk” according to your employees.
Instead of following this model, we create onsite, well-staffed, micro-help desks. Each site has an experienced service desk manager who is well versed in creating and managing agreed upon Service Level Agreements and Metrics. We then staff your help desk with individuals who can independently address Tier 1 and Tier 2 issues and work with your internal team on more strategic Tier 3 issues. To provide evening and weekend coverage we can provide either U.S. citizens or individuals from one of our five offshore centers depending on your preference and budget.
One of the key benefits to installing an onsite Sistema Service Desk is the fact that over a very brief period of time, our employees become your employees in terms of fitting in with your culture, being known by name internally and even participating in your events and charities. When our people feel connected to your people they care even more about giving their best level of service.
Here are some recent comments from client employees regarding some of the members of their (Sistema) Service Desk team:
“The service desk is amazing. Everyone on the business side that I have spoken to about it has nothing but great things to say about it. It’s so much better that what we had with (previous company).”
“On Thursday I called the service desk and was pleased with Daniel Villarreal. He was able to answer my questions and take care of my needs. I know you have a lot of sharp individuals and he is one that you can brag about.”
“It was great that I did not have to wait for a call back from the service desk. Once John got on the line and understood my issue he took care of it immediately. Great job! Thank you!”
Contact us to find out how we can create a boutique onsite, onsite/offsite Service Desk solution tailor made for your organization.