 |
 |
 |
 |
 |
 |
 |
 |
 |
| Help Desk & Call centers |
| Government Information Technology executives are under increasing pressure to improve the customer experience, yet justify and drive down the cost of IT support. Neo Tech Solutions delivers world class Help desk and call center support that integrates with your IT infrastructure to actively improve and increase user productivity and reduce the cost of IT service support; not only at the desk, but throughout IT service We leverage industry best practices, such as Information Technology Infrastructure Library (ITIL), Help Desk Institute (HDI), Knowledge Centered Support (KCS), and Project Management Institute (PMI) to identify root causes, process and technological improvements to drive down the number of incidents, reduce downtime, and assist you in managing the customer experience. In every effort to adapt our help desk solutions to our clients and their changing environment, Neo Tech Solutions believes metrics are vital to measure overall effectiveness. We use key performance indicators such metrics as call volume, call queue times, first contact resolution rates, and overall resolution rates to improve help desk performance. To increase responsiveness and improve customer satisfaction, Neo Tech Solutions typically assigns resources following a three-tiered progressive approach: Tier 1: Technicians staff a call center that processes email and phone calls, and act as the initial point of contact for all network users. Unresolved issues are escalated to Level 2 or Level 3 from the Level 1 staff for further troubleshooting. Tier 2: Technicians at this level assist customers, remotely or desk-side, with issues requiring additional troubleshooting and support. This level of the help desk is generally responsible for new workstation installation and configuration, hardware maintenance and repair, and other functions requiring additional responsibility. Tier 3: Engineers provide advanced support for problems that impact multiple users, require complex troubleshooting and vendor support, or involve network and server resources. Level 3 engineers are also responsible for maintaining the software, hardware, and infrastructure that enables network functionality. |
