In most IT environments, only a small percentage of Help Desk service requests are resolved on the first call. Consequently, clients rarely have a positive image of Help Desks. If your in-house or outsourced Help Desk is steadily losing ground trying to keep up with your customers' problems, or if you want your Help Desk to have a stronger orientation towards service, LikeMind's Help Desk support can provide the expertise you need to create a long-term solution. LikeMind offers three basic types of Help Desk support:
Help Desk Outsourcing Services
LikeMind's Help Desk Outsourcing Services are intended primarily for small companies who need the immediate availability of a professional help desk with effective phone support and the ability to escalate problems, but who have limited budgets and management bandwidth. By utilizing LikeMind's Help Desk Outsourcing Services, small businesses save money and administrative hassle and benefit from enterprise-class phone support.
Virtual Help Desk Services
LikeMind’s Virtual Help Desk is a seamless extension of your in-house or contract help desk resources. LikeMind can operate as a primary help desk for your organization, act as an escalation resource for tough technical problems, or be available in overflow situations when your other resources are too busy. With expert support, transparent integration with your existing help desk, and efficient by-the-minute billing with no minimum call time, LikeMind's Virtual Help Desk is a valuable resource to augment your internal staff or contractors.
Help Desk Consulting
and Staffing Services
LikeMind's Help Desk Consulting Services can assist you in building an effective new help desk or improving your current one, selecting or customizing help desk software to meet the special needs of your business, or adding temporary staff to supplement your internal help desk resources during high-demand events such as migrations or upgrades.
Our help desk services include :
Setting up offshore IT help desks for IT infrastructure support and management
IT Infrastructure support covering desktop/laptops, servers, operating systems, office productivity suites, email & browser support, network & connectivity issues, line of business & custom applications
Incident management or (trouble ticket management) for user queries, so each issue is logged and monitored until resolved
Asset & configuration management – Single point for managing hardware and software assets using both remote discovery and asset tracking tools
Remote management using remote troubleshooting tools for effective first call resolution
Technology refresh – Enhancements and upgrades
Security management and virus control
Change management – Trend analysis and pro-active change planning
First level end user support - Q & A
Call statistics analysis and reporting
Complete Call Management Ownership
Providing single point of contact for IT users of an enterprise across locations and geographies
Workflow engine to move issues through a defined flow from open to closed, including monitoring that response time is within the guidelines of any existing service-level agreement (SLA)
Web self-service allows employees to access online knowledge bases to search for solutions, open and update support incidents and even perform password resets
Implement leading help desk technologies such as remedy, (Like, advanced help desk, magic help desk, track IT, service desk, vantive, clarify etc.)
Knowledge base creation and updation
Software distribution and license management
Performance management and reporting
Call reception, logging and data capture
Escalation of second level support and on site service providers
Regular call review.
Service Level Agreement (SLA) management
For most small businesses, establishing and maintaining an in-house Help Desk Call Center is an expensive and risky undertaking. Even with large enterprises, internal Help Desks often evolve into problem tracking rather than problem solving organizations. This results in higher costs per reported problem, low user satisfaction with IT staff, and reduced customer productivity. LikeMind's Help Desk Outsourcing Support Services offer an affordable and effective Help Desk solution that can significantly improve IT service levels and enhance the value of your information network.
LikeMind's Help Desk Outsourcing Support Services are designed especially for small businesses who need immediate access to a Help Desk Call Center with expert phone support and full escalation capability but who have to work within a limited IT budget. Key features of LikeMind's Help Desk Outsourcing Support Services include:
Call Center Phone Support for desktop help and network troubleshooting is provided by LikeMind's staff of Microsoft-certified experts. The experience of LikeMind's support specialists allows them to achieve a high rate of first-call problem resolution, which lowers cost per incident and increases customer productivity.
Optional Secure Remote Access allows LikeMind's support experts to see exactly what your customers see and makes it possible to find quick solutions to problems that might otherwise require an expensive onsite visit.
Initial System Assessment gives LikeMind the opportunity to evaluate and record desktop configurations, network architecture and security, and critical applications. This optional service speeds up problem resolution by providing LikeMind's support experts with a comprehensive technical context from which to analyze Help Desk incidents.
Expert Prioritization and Escalation, based on LikeMind's broad experience providing phone support, makes it possible to determine which problems require immediate remediation and which problems are appropriate for scheduled resolution. Because LikeMind has extensive networking and applications capabilities, LikeMind can respond quickly to escalation points with field-level certified experts.
Virtual Help Desk Services can operate as a primary help desk for your organization, as an escalation resource for tricky technical issues, or as an overflow when internal resources are too busy to respond. As an integrated extension of internal staff resources, LikeMind's Virtual Help Desk includes advanced call center features such as a dedicated phone number with customer-specific greeting and automatic routing of calls to staff members set up and trained for the specific account.
Larger companies typically want help desk services to be a seamless extension of the corporate IT support organization. Client access to the help desk, delivery of support, problem escalation, ticket tracking, and maintenance of the support database should be consistent regardless of whether IT problems are resolved via in-house resources or through an outsourced help desk service. LikeMind's Virtual Desk Services are designed to address all these issues.
LikeMind's Virtual Help Desk services are an integrated extension of your internal IT service staff. This can include advanced call center features such as a dedicated phone number with customer-specific greeting. LikeMind can also rout calls automatically to staff members who are specifically set up and trained to support your account. In addition, LikeMind's staff can use and manage trouble tickets with any customer trouble ticket system for transparent integration with your internal support services.
Advantages of LikeMind's Virtual Help Desk
LikeMind's Virtual Help Desk services offer a range of benefits that allow you to provide your clients with fast and effective support while at the same time saving you money and reducing administrative hassle. Benefits of LikeMind's Virtual Help Desk services include:
High-end expertise the minute you call
LikeMind provides high-end expertise beginning with the initial call to LikeMind's Technical Response Center. LikeMind's Call Center is staffed by seasoned MCSE-certified network engineers. There are no tier 1 or tier 2 personnel for your clients to push their way through to get to someone who can solve their problem. In the event a request requires specialized expertise, the Technical Response Center will hook your clients up with one of LikeMind's senior consultants such as a cetified network administrator or certified security specialist.
Extension of internal resources
LikeMind’s Virtual Help Desk is an extension of your internal or other contract resources. Once signed up as a client, you can utilize LikeMind’s Remote Help Desk Services and have immediate access to LikeMind’s large pool of technical expertise. LikeMind can operate as a primary help desk for your organization, act as an escalation resource for tricky technical issues, or be available in overflow situations when internal resources are too busy to respond. With expert help and efficient billing by the minute with no minimum call time, LikeMind is a valuable resource to augment your internal staff or contractors.
Front line for support for urgent client issues
Problems that can be diagnosed and resolved remotely will be taken care of quickly and efficiently by LikeMind's Remote Support staff. For problems that require on-site dispatch, the Technical Response Center can coordinate with LikeMind’s on-site team to get a qualified resource out quickly.
LikeMind's Help Desk Consulting Services can deliver a effective, budget-friendly solution to organizations willing to have a helpd desk as a solution provider rather than simply tracking problems.
LikeMind offers three ways to help mid-size and large businesses create a cost-effective and productive in-house Help Desk.
1. Consulting: LikeMind's consulting services include ROI analysis, process analysis and improvement, management reporting, training, and documentation. LikeMind's Help Desk Consulting services cover these areas:
Analyzing, auditing, upgrading and creating Help Desk processes and procedures
Evaluating and training internal staff
Consultation with Help Desk management concerning software selection and options for outsourcing Help Desk staff
Documenting procedures for new processes so you can sustain and build on improvements
2. Software Selection and Deployment: A variety of high-quality Help Desk software is available, but products may cost too much, lack key features, or align poorly with your organization's business goals or corporate culture. LikeMind has the experience to help you choose a solution that's right for your company. LikeMind can also help you deploy Help Desk software and integrate it into your IT infrastructure.
3. Staffing: Some clients prefer to outsource Help Desk resources rather than hire them. Other clients require temporary assistance to augment existing staff or fill gaps during employee absences. Unfortunately, not all outsourcing channels provide the quality and reliability your customers demand. LikeMind's Help Desk Staffing Service is designed to deliver quality personnel by selecting results-oriented individuals trained to use proven techniques to interact with clients and solve problems. In addition, LikeMind's on-going education programs keep Help Desk specialists up to date on the latest technology. As a result, LikeMind can provide people who resolve your customers' problems rather than merely answer the phone.
Why Choose LikeMind?
LikeMind offers an array of advantages over competing Help Desk services:
One Stop, Full Service: LikeMind as a technology specialist offers consulting in all aspects of Help Desk services including management, process improvement, staffing, automation, and positioning within the company. LikeMind addresses qualitative support as well as quantitative analysis and performance improvement. LikeMind's focus is on giving the Help Desk a positive image as a solid contributor to company performance.
Service Level Improvement: LikeMind's programs are geared towards continual, measurable improvement of Help Desk service. LikeMind achieves this by:
Developing optimized Help Desk processes.
Using a technically trained staff of service-oriented individuals who can execute the process to solve problems. LikeMind's goal is to resolve problems rather than merely report them.
Establishing quantifiable goals. LikeMind's short-term goal is to resolve a minimum of 65% of serviced calls during the initial conversation. The long-term goal is to exceed 80% first-call resolution. First-call resolution is a significant factor in reducing the average cost of Help Desk calls, improving the image of IT generally and the Help Desk specifically, and improving user productivity and satisfaction.
