The Genusys Group Help Desk outsourcing provides you with our round-the-clock support and dedicated customer care representatives, without the high costs associated with providing in-house Help Desk services.
Help Desk
Round-the-Clock Help Desk Support
Developing and maintaining a dedicated call center or providing Help Desk services is essential to retaining your customers; however, taking on the task without help can drastically reduce your ability to perform and maintain the quality of your product and the enthusiasm of your sales team. Help Desk outsourcing enables your business to provide low-cost and effective Help Desk services with a dedicated and experienced team of professionals.
YOUR ROUND THE CLOCK TECHNOLOGISTS
The Genusys Group Help Desk outsourcing provides you with our round-the-clock support and dedicated customer care representatives, without the high costs associated with providing in-house Help Desk services. As your business grows and develops a substantial customer base, offering Help Desk support can become overbearing, inefficient and costly. Genusys staffs "your" help desk with qualified technologists who take a personal role in resolving challenges. They know your systems and your procedures. Our tier escalation system is customized to fit your company whether the escalation point is off to our specialized experts or back to you, Genusys will waste no time in getting all issues resolved efficiently and promptly as possible.
Co-workers and end users/customers are the entry point to the Help Desk model. They get involved in support by contacting the Help Desk to:
- Report a failure
- Ask for changes
- Report a need for communications, updates
- Report difficulties, ask questions
SINGLE POINT OF CONTACT
The Genusys Group Help Desk is executed to be the single contact point for these customers to record their problems. It will try to resolve it, if there is a direct solution or will create an incident. Incidents initiate a chain of events or processes: Incident Management, Problem Management, Change Management, Release Management and Configuration Management. This chain of processes is tracked using Configuration Management Database (CMDB), which records each process, and creates output documents for traceability (Quality Management). These go into a knowledge base so that information can be shared and future incidents can be resolved quickly or avoided all together!
The Genusys Group Network Solutions can provide your business with a 24/7 help desk and call center, offering a variety of customer oriented services.