In an IT Environment multiplicity of business applications, and their underlying technologies create significant strain on in-house IT support resources. In most cases it is difficult, and expensive as well, to manage and support applications demanding varying levels of technological sophistication. Emerio Application Helpdesk services are designed for organizations that need a quick and cost-effective solution to technical/functional problem solving.

We provide 24/7-helpdesk solutions that helps the client’s IT users to troubleshoot any application problem. With mutually acceptable Service Level Agreements (SLAs), Emerio adopts best practices and procedures to meet the unique requirements for each customer. Knowledge Engineering is a key component that ensures consistency across all service activities. The offering includes:

The front line support from Emerio provides direct support to global/regional users of IT Applications. The front line helpdesk is setup and operated in the Emerio Delivery center remotely or at client locations to meet the needs and requirement of our clients.

• Emerio staffs are direct point of client IT users and are available exclusively to deal with all questions and problems related to business applications
• A dedicated VIP support is also provided to allow questions and problems to be channeled directly to specialist for resolutions

The calls reported by users will be fully owned by Emerio and are governed by Service Level Agreement that includes Call acknowledgement time, response time, Call resolution time, and call routing to Level 2 and Level 3 support teams. The helpdesk service also includes daily/weekly/monthly status reporting and updates

For global helpdesk team knowledge database (KDB) is first level reference guide to match and resolve the problems at the quickest possible time.  Emerio helpdesk will help our client to organize, store information into KDB as part of helpdesk services.   

Remote global helpdesk team can provide key roles in coordinating with third party vendor cross the region.

Over the years Emerio MIS reporting has revolved to provide vital information to operational management and upper management. 

Reporting represents all activities and technologies with the goal of providing proactive, insightful and meaningful management information. Emerio will routinely make significant hours of report preparing efforts to present daily, week, month and year information. Standardized and (if applicable) automated routine reports e to assure needed management information is easily available