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| PCS’s comprehensive helpdesk solutions can incorporate a wide breadth of activities from a complete customer service desk, technical support and full call management, which is placed on-site at the central hub of the client. |
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| Benefits |
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| With cross enterprise platforms & extensive spread of enterprises across the globe, Helpdesk Services acts as a focal & central point of contact for first level problem resolution related to software problems, hardware problems, proper monitoring of SLA’s in-terms of response time, resolution time etc. |
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| Deliverables |
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| Call management |
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| single point of contact and management of the call from logging to closure through resolution, routing to the appropriate service providers, monitoring and escalation. This entitles the production of further call statistics reported to the Customer. |
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| Problem management |
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| whether internally or through existing contracted service providers the helpdesk will route and monitor the call until completion, raise alerts and start escalation procedures should a resolution not been reached within the agreed service levels. |
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| Technical support |
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| second line of qualified engineers to handle specific technical issues on agreed hardware and software equipment. Should on-site intervention deemed necessary, the PCS helpdesk will arrange for the dispatch of an engineer if this is included in the service contract or will direct to a contact service point (providing all relevant information) for the provision of such service. |
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