Global Service Desk
Why Your Company Need
Global Service Desk?
Global Service Desk acts as a central hub for all IT-related contact from users providing single-point communication, and simplifying the process for users to report issues, seek assistance, or make requests. By centralizing customer queries and complaints, we maintain a knowledge base for quick reference. Efficiently managing and solving IT issues involves incident logging, categorization, and timely resolution. This streamlined approach enhances user satisfaction and ensures smooth operations.
With a single contact point, user is less likely to get confused which reduces their idle time. Meanwhile, our service desk is always in a ready state for support and trying our best to address resolution quickly with the aim to minimize disruptions for user side, and reduce customer impact. We provide flexible accessible channels that simplify communication and reduce waiting time, ensure customer convenience, and enhance overall satisfaction.
Our Global Service Desk is well-equipped to handle a wide range of support from technical problems to any system-related inquiries. Whether it’s a forgotten password or critical server issues, we provide timely assistance to end users. In addition, Global Service Desk has extensive experience and can handle the majority of common problems as a frontier support. Whichever issues that need advanced support, would be escalated to the proper specialist. The leveling support mechanism helps utilize the resource efforts more effectively.
Global Service Desk acts as a centralized repository for knowledge by collecting and organizing information related to common issues, solutions, and best practices. This knowledge base ensures that supporters have quick access to relevant information when assisting users. By centralizing knowledge, our service desk can identify patterns in recurring issues. This helps proactively address these common problems, reducing resolution times and minimizing user frustration.
Global Service Desk receives all questions and feedback from stakeholders. Through analysis, categorization, and evaluation, Global Service Desk understands the difficulties, problems, and inconveniences users are facing. Next, offer recommendations for modifications and improvements in features and functions to help enhance customer experience. This would help to increase customer satisfaction and loyalty.
Discover the Core Competence
of Outsourcing Global Service Desk
Cost Efficiency
Outsourcing the service desk can significantly reduce the operational costs associated with staffing, training, and maintaining an in-house support team. Instead of hiring and retaining full-time employees, outsourcing can leverage the expertise of trained professionals without the overhead expenses. This flexibility enables your company’s cost structure to align with actual service needs.
Focus on Core Business
Outsourcing service desk accelerates the concentration of your company’s primary business activities such as product development and customer acquisition, by offloading the business-as-usual and technical support tasks. This strategic focus can lead to improved overall efficiency and competitiveness.
Expertise and Specialization
The outsourcing service desk has dedicated teams of skilled professionals in the business domain and information technology who are well-versed in handling various customer inquiries and technical issues. We follow well-established processes and use our problem-solving abilities to address user concerns.
Scalability
The outsourcing service desk maintains a pool of skilled resources. We can flexibly allocate more or fewer resources based on the demand of customers. Scalable service desks operate 24/7, accommodating different time zones and ensuring continuous support. Moreover, we maintain streamlined workflows, allowing us to adapt quickly to changing requirements.
Why Choose Us
We believe that bringing solidified value to the success of customers is the key to long-term and sustainable growth. This is demonstrated and solidified along with our development procedure through time. We are confident that with our solid foundation, we will be perfectly suitable to accompany you on the way to the success of your business.
Long experience in Service Desk
We have been providing Global Service Desk since 2013, demonstrating a long-standing commitment to quality service. With over a decade of experience in operating service, we have developed a deep understanding of the complexities and gradation of global customer support. Our service extends to various customers worldwide, reflecting a capability to handle diverse needs and requirements. This global reach is a testament to our adaptability and proficiency in delivering high-quality service desk solutions.
Strong domain knowledge
We have experience in developing and maintaining business services for logistics and supply chain operations. This expertise further enhances our ability to provide comprehensive solutions tailored to the specific needs of clients. Over the years, we have earned the trust of loyal customers through our consistent and reliable service, our understanding of customer needs, coupled with their extensive experience.
High commitment to Service Level Agreement (SLA)
We place a high emphasis on the importance of reliable service. We treat the SLA as a crucial Key Performance Indicator (KPI) and monitor it closely to ensure the commitment to our customers. In the event of any SLA breach, we take it seriously by conducting a thorough Root Cause Analysis (RCA) to understand the underlying systemic issues or process inefficiencies. By doing so, we can take corrective actions to prevent similar breaches in the future, thereby continuously improving our service quality and maintaining our customers’ trust and satisfaction.
Up-To-Date Staff Training
Staff is always equipped with an up-to-date workaround, training materials, guideline documents, FAQs, etc. We had a clear plan to make sure all the team members had regular training to have the latest knowledge and information. Moreover, we have tools that provide the easiest way to reach materials in the fastest way when they need to.
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