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 to manage and support applications demanding varying levels of technological sophistication. Emerio Application Helpdesk services are designed for organisations 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:
Front line support
The front line support from us 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.
- Our employees are direct point of contact for our clients 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
Call management & ownership
The calls reported by users will be fully owned by us 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
Knowledge-base driven
For global helpdesk team, knowledge database (KDB) is first level reference guide to match and resolve the problems at the quickest possible time. Our helpdesk will help our client to organise and store information into KDB as part of helpdesk services.
Third party vendor management
Remote global helpdesk teams play a key roles in coordinating with third party vendor across the region.
MIS reporting
Over the years our MIS reporting has evolved 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. We will routinely make significant hours of report preparing efforts to present daily, week, month and year information. Standardised and (if applicable) automated routine reports are easily available to assure management gets the information it needs.