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Expert Help for all your
IT needs
49% of all helpdesk calls are due to
some type of failure of the desktop operating system and/or software (Gartner
Group).
If you need help, call Our Help Desk.
Our technicians and engineers are specialists in wide variety of IT
products, and can be available 24/7.
Call our Help Desk at
02071004971
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Maintaining an effective help desk one
that
provides quality IT support within an efficient timeframe can be an
expensive proposition for a business. The alternative, however, can be
much more costly in the long term. When individuals, or the entire
company are experiencing IT problems, productivity is impacted, and
there is an associated cost, whether in real dollars or missed
opportunity.
The Nexus Help Desk service
provides
world class technical support tailored to the specific needs of your
company. Our Help Desk serves as a central point of contact for all
your IT inquiries, including hardware, software, networks, laptop
support and remote network access. Our Help Desk service features the
following capabilities:
- Speed: We
resolve the majority of
calls within minutes, while highly complicated issues are addressed by
specialists who can take control of your computer via secure remote
access.
- Accountability: We
log all
calls into a central database. The database serves as an invaluable
record of recurring problems so more effective solutions may be found
to prevent them. All clients have access to this database to enable
call tracking and up-to-date call status information.
- Effectiveness:
We have
selected our technicians as much for their customer service skills as
for their level of technical expertise.
- Flexibility:
Help Desk coverage tailored to the needs of your Business.
- Focus:
On-Call resolution and customer satisfaction in the first call.
- Teach: How
to resolve problems independently the next time you face it.
The Help Desk can relieve as
much as
60% of the workload from on-site IT technicians, who are usually
required for more complicated tasks than software support. This ensures
maximum time efficiency for all of our clients' employees.
- Tier 1 and 2 desktop and
server support with 75% call resolution at this level
- Application and event support
- Dispatching available if
unresolved
- Available 24/7 coverage
- All calls logged and
ticketed, web portal available for viewing
- Answered as "company", all
calls via dedicated 800 numbers
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Severity/Urgency/Priority:
All Helpdesk requests are assigned on
a scale of 1-5 for Severity, Urgency and Priority, with 1 being the
highest:
- Severity = Technical Problem
- Urgency = Business Problem
- Priority = Based on the Service
level Agreement (SLA)
Escalation: The
Nexus Helpdesk has defined escalation procedures for various types of
calls:
- To help teams keep track of
important issues
- To insure that SLAs are met.
- To notify managers while there is
still time to take action.
Quality Assurance
- Automatic Feedback forms are
emailed to the end user as each call is closed.
- Regular calls between the Helpdesk
and on-site staff.
- Regular communication between the
Nexus Client Manager and the designated client contact.
- Monthly reports of the Helpdesk
performance.
When you call the Help Desk,
all we will need to know is:
- Your name
- A description of your problem
- A fair indication of the urgency of
the problem
Why use The Nexus Helpdesk?
Nexus has supplied IT solutions since
1989.
We have developed our Helpdesk services to give you the maximum benefit
from years of delivering premium services.
Our Helpdesk is designed to support
more
than just your staff. We have many services that link into our Helpdesk
that ensure the optimum service is given to you. Our report back
facilities give you up to date information, when you want it.
Available Reports:
- Number of Calls to the Help Desk:
- Call Volumes by Hour for the
month
- Dropped Call by Hours per Month
- Average Response time
- Average Call length
- Service IT Statistics
- Graph of the number of calls to
the help desk
- Top 10 Callers
- Top 10 Problems
- Average Time to Fix problems
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