Powered by the Intelligent Help Desk, IHDServices provides a centralized point of contact for end users who need anything from IT. We handle day-to-day customer issues, end-user calls, and related service issues. This service is NOT just a call center or expanded help desk. It offers a broader range of services through a more global approach to IT. Not only can we handle incidents, problems and questions, but we can also provide an interface for other activities such as customer change requests, billing and availability management.
IHDServices represents the interests of your users to the rest of the IT organization, because of this, we help to ensure the delivery of customer satisfaction - the key measurement of effective IT Services Management.
Key Service Features:
- Live phone support Monday through Friday 8:30 AM to 5:30 PM
- 100% North American based support service agents
- Custom pricing models per engagement
- Call answer, service validation, issue triage, categorizations and ticket creation
- OEM/ISV escalations including live facilitation of engineer routing, engagement and resolution
- Private label web-based ticketing portal
- Private label CHAT support
- Private label online knowledgebase / wiki
- Private label Dedicated 800# and support email
- Custom call reporting by asset, ticket and user with trending analysis
- Closed-Loop case follow-up with customer satisfaction surveys
- Custom escalations per site
- Asset detail, location tracking and vendor registration
- Call recordings with statistical reporting
- Password resets
SLA Performance Indicators:
- 90% of all calls answered within 60 seconds
- 90% of all electronic requests (non-chat) answered within 10 minutes
- 90% of all Chat requests answered within 120 seconds
- 75% first call resolution (Level 0-1)
- 4.0 rating on customer satisfaction surveys (Scale 1-5)
Supported Product and Technology Areas:
- All areas in conjunction with the Intelligent Help Desk™
- Custom / propriatary software applications