24/7 Helpdesk24/7 Global Helpdesk Service Description
- Who are we?
CLV 24/7 Helpdesk is providing communications center, where your customers (e.g. employees or other stakeholders) can find help for their inquiries while using your product. As the ITIL service desk definition states, this help may take the form of incident resolution or service request fulfillment, but regardless of what type of help is being provided, the goal of a service desk is to deliver high-quality service to customers in a timely manner.
Help desks may include more or less than this, but the point is that we are a robust, service-focused, and customer-centric way of delivering help from IT to customers.
- Our Goal
Our goal is to provide not only a faster response to users but also a smarter response. We excel at delivering end-to-end user support, both locally and globally.
- What we can do?
• Using Help desk software for managing the customer’s requirements
Enable to provide quick and easy answers to help seekers. Makes it simple to organize, prioritize, and resolve requests so nothing falls through the cracks.
• Deliver on SLAs
Nail your Service Level Agreements, every time. Get the important things done first with prioritized queues.
• Offer self-service
Help customers help themselves, scale support with a limited staff. Save time and reduce tickets with an integrated knowledge base.
• Automate those repetitive tasks
We always try to set up automations for the routine tasks so that we can focus on solving the important stuff and help lighten the workload.
• Keep tracking your customer’s requirement and Report them on metrics
We definitely keep an eye on key operational metrics like most IT organizations. But we’ve stopped obsessing over random KPIs, and we’re way more focused now on measuring what matters most. To summarize, we put the customer experience first, and spend our time drilling into the trends and numbers that can help us make the biggest improvements.
• Up-to-date staff training
CLV helpdesk’s tool is always available with the up to date workaround, training materials, guideline document, FAQ from users… We had a clear plan to make sure all of helpdesk team members could have the easiest way to reach them in the fastest way when they need to.
- Learn more about us
• What is 24/7 help desk
We are the frontline for support, a representation of the IT team, and critical in enabling teams. The service desk is the center where customers (e.g. employees or other stakeholders) can find help from their IT service providers. Regardless of what type of help is being provided, the goal of a service desk is to deliver high-quality service to customers in a timely manner.
• What is SLA
SLAs are a foundational agreement between your IT team and customers that are important in building trust. They manage customer expectations and allow your team to know which issues you are responsible for resolving.With SLAs in place, there is mutual understanding of service expectations. Implementing SLAs can benefit your IT team in numerous ways that include:
Strengthening IT’s relationship with customers - SLAs ease the concern over risk, which improves trust between parties. By defining what happens in the event of a breach, they reduce uncertainty.
Formalizing communication - Conversations with stakeholders about IT issues can be difficult. Nobody wants to be hearing from a customer ten times a day or,on the other hand, allowing a customer to quietly stew over their unspoken expectations for service performance. An SLA enables stakeholders to have structured conversations based on already agreed-upon terms.
Improving productivity and morale - SLAs define the urgency of incoming requests. They focus IT teams on which incoming issues matter the most.
• Difference from SLA and KPI
An SLA is an agreement between you and your customer that defines how your relationship will work in the future. Key performance indicators (KPIs) are the metrics chosen to gauge how well a team performed against agreed standards.
An IT service desk, for example, typically agrees to provide technical support for a wide variety of services and devices within the business, and offers guarantees around things like uptime, first-call resolution, and time-to-recovery after service outages. KPIs are the specific metrics that are chosen to track whether the IT service desk fulfills these guarantees.