1) Help Desk - Business Challenge
Information technology (IT) is a professional wing of an organization, one of the most important services you provide as an IT department is your Help Desk, which is essential to keep your business operations running smoothly and maintain a competitive edge. But that presents a challenge in view of today’s highly complex and continually changing IT infrastructures. Further complicating the situation is the pressure you are under to reduce costs and expedite service while maintaining quality service levels.
GTS can offer professional services to setup and / or manage Help Desk services for customers in this region. Our solution offering are based on proven support methodology and cost effective processes to manage the role of the help desk including Accept & log calls from end users, Analyze the incoming calls, Troubleshoot, Support to end users, Performance measurement and fine-tune the environment to enhance performance, Follow-up errors fixing, Prepare analysis reports and help the clients attaining long terms solutions to some of the repetitive problems etc.
Steps involved in GTS Support Methodology for its customers involves :
1. Accept calls made by users along with identity of the user and problem description. Generate a call identification number.
2. Handle the following :
• Assign the call to a support consultant
• Record activities carried out for each call
• Support users to complete the call
• Transfer call to concerned staff on completion where required
• Inform user on completion of call
3. A call can be pending, deleted or closed. A call is “pending” until it is completed. An incorrect call can be marked as “deleted”, on verification with the user. The call will be closed on satisfactory completion of the call.
4. Generate daily report of calls completed and calls pending
5. Generate weekly time sheets of support consultants
6. Generate monthly report of calls by function / category
7. Generate other statistical reports
8. Recommend long terms solutions and assist the client in implementing the same

GTS can offer periodic Help Desk training to the users based on Specific User Requests and based on the analysis done on the nature of calls received in the past.

2) Technical Support

The Importance of Technical Support
In the competitive business environment of today, the importance of customer support is increasing. Consumers have several options to choose a product from the market (other than price and quality) with excellent support and treatment they receive from a company. It is a key factor in attracting new customers to a company and retaining the loyalty of existing ones. Catering to general customer complaints and questions are one aspect of customer support, but they might have technical problems concerning your product or service. It is essential to devote resources to technical support to cater to a range of technical problems that the customer may have.

Why is outsourcing Technical Support a good option?

Technical support cannot be treated as a peripheral process. It requires a dedicated and experienced team to deliver higher value to customers. It is essential to have in your payroll or hire the resources or expertise to provide technical support services in-house. In some cased you may have the resources but you cannot spare them as they are required for other core processes. In most cases it is not financially practical to carry out this work in-house in the long run.
In such a scenario you need to consider outsourcing your technical support work. This will allow you to focus on your core processes without sacrificing customer support. Let a professional and dedicated team devote all their energy and expertise to providing technical support services. This will prove to be financially profitable for your company and give a boost to your customer satisfaction rate.