In a market where products and services are so similar yet different that differentiation becomes a challenging task, nothing else but a strong help desk support enables an enterprise to build a reliable process and ensure smooth functioning.
Cut-throat competition and decrease in the number of choices available to a customer compels businesses to think out-of-the-box and innovate on a consistent basis. In a highly IT integrated and technologically driven environment, access is not just restricted to the Web, but extends to the cloud and mobile interfaces as well. Since customer helpdesk is the single point for direct contact between the customers & users in an enterprise, it becomes critical for smooth functionality of any business.
MIND acknowledges that providing the end-user with valuable information and timely rectifications not only enhances the operational efficiency of your organization, but also enables strategic alignment of your business. Our in-house Ticket Management System maps the journey of a customer query from request stage or issues being raised to task completion and ticket closure. Not only does 24x7 customer support build the much-needed confidence in customers, but also assures them of a smooth functioning organization.
Value delivered to our customers
- Provision for attachment of documents on request
- Auto notification to IT help desk enabling quicker call-to-action
- Auto acknowledgement to User
- Provision for ticket tracking to check status of work
- Closure Notification to User
- Availability of call log reports
- Provision for note insertion in case of additional information
- Issue Categorization & Priority Selection Flexibility
- Provision for task assignment
- Cloud-based IT Help desk System:
- Completely online with relatively lower investment and elimination of hassles otherwise encountered in the maintenance of software or hardware.
- Quick Deployment:
- Forward-looking, unconventional with customizable configuration of work.
- Personalized SLA Performance Reports:
- Identification of trends and recurring issues to address them before they become a cause of concern for the management.
- Configuration Adaptability:
- Automation of notifications, availability of customized response templates and provision for report scheduling.
- Distinguishing features:
- Merge, split, internal notes, and free fields, change in ownership and tracking of complete ticket history.
- ITIL Compliant Help desk System:
- Compliant with six-key ITIL processes for efficient IT Service Management (ITSM).
- Availability of uninterrupted support:
- 99.9% assured uptime for consistent IT support operations and service continuity.
- Online Administrative Support and Training:
- Well-timed online administrative support as well as training for feasible changes and customization.
Significance and business value
- Optimized operational costs
- Provision for round-the-clock support
- Enhancement of operational efficiency
- Improvement in service quality
- Updated information about IT assets
- Compliant with globally practiced principles in IT governance
- Improvement in return on investments