Helpdesk Services
3S can offer you a help desk outsourcing alternative that will:
Provide technical support to your population of IT users (or customers).
Help you to regain control over your user support.
Give you the freedom to focus your IT staff on their core competencies.
Our knowledge of industry standards in help desk processes such as ITIL, coupled with experience with the local market, makes 3S an ideal company to outsource your help desk to.
For further information please contact info@3swll.com |
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Helpdesk Support Layers
Our Support offerings are divided into three groups, which follow the ITIL standard:
Tier 1 Support
Provides basic software application and/or hardware support to callers.
Tier 2 Support
Provides more complex support and/or subject matter expertise on software applications and/or hardware and is usually an escalation of the call from Tier 1.
Tier 3 Support
Provides support on complex hardware and network operating system software and usually involves certified systems engineers. Call lengths on Tier 3 vary widely depending upon the type of incident.
Advantages of Outsourcing Help Desk
Small businesses that have a limited number of employees have special challenges when it comes to meeting their customers' needs and expectations. The complications are compounded when the nature of the business is one in which customers expect immediate service. For businesses such as these, help desk outsourcing can be a lifesaver.
Large businesses can also benefit from outsourcing by outsourcing sales, service and technical support.
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