GET THE HELP WITHOUT THE HEADACHES
You already have an IT problem. You don’t need a people problem.
You’ve already tried to fix it yourself. That didn’t work. Your co-workers don’t really know either. By the time you call the Help Desk you’re frustrated. The person on the other end of the line needs to know this, and they need to know how to respond correctly. Fixing the IT problem while further frustrating you in the process is not a good outcome. Our Help Desk technicians have the rare ability to handle technical problems in a disarming and assuring manner.
First we deal with the person and assure them the headache is over. Once we fix them, then we fix the technical problem. We usually get the issues resolved in the first call. Patience is a standby tool we employ with either a single point of contact in your company or with your end-users, if that suits you best.
Providing clients with help desk support that complements and understands their business is a core competency of PCI. Effective help desk support requires an understanding of the industry as well as the business processes. Based on our proven track record in help desk services, PCI has the skills, expertise and experience to deliver unique and comprehensive help desk services.
PCI incorporates three main components into its help desk: people, process, and technology. Each of these elements plays a critical role in the design of an effective help desk service, maintaining optimal productivity and service. This remains true with an internally managed, or a fully outsourced environment.
PCI prides itself on having professional, knowledgeable, and friendly personnel ready for when you call. You already have an IT challenge, so we ensure you don’t run into any customer service challenges. PCI invests significantly into its personnel, via continuing education in the highest technological and customer care standards. PCI’s valued staff allows for the development of staffing models that balance service and cost.
- PCI strives to remain on the top of help desk best practices. Such practices include:
- Single Point of Contact (SPOC) model
- Call-flow design
- Key Performance Indicators (KPIs) in relation to help desk services
- Service Level Agreements (SLAs)
- Change Management Standards
- Escalation Procedures
Efficient interfaces to other internal groups Our commitment to best practices ensures we have the proper model, visibility, and interface available for a seamless integration into your business.
We provide the most pertinent technology to our help desk in order to keep our people efficient, and our processes accountable. PCI’s network, management system, knowledge database and desktop systems are equipped with the right technology to deliver the most accurate and efficient help desk experience possible.