Service Desk Services

Benefits
  • Greater visibility into all inquiries through a single point of contact
  • Improved service delivery and customer satisfaction attributable to experienced, knowledgeable, helpful technical support representatives providing triage, diagnostic, and resolution technical support services on your company's behalf
  • Scalable, immediate call center infrastructure capabilities with 24x7 coverage

Services Overview
Service Desk Infrastructure
  • Tools and technology standards
  • Toll free service included
  • Quick turn-up time
  • Shared and Dedicated support models utilized
End User Support
  • Software technical support including: groupware, operating systems, browsers, office productivity
  • Hardware technical support including: desktops, mobile equipment, peripherals, and more
  • Desktop and LAN environment
  • Call processes and ownership/closure procedures
Staff
  • Knowledgeable staff with variety of hardware and software expertise
  • Tiered staff structure to facilitate the development, usage, and management of intellectual property
  • Accountable and friendly representatives providing shared and dedicated support structures

Technical Service Desk (TSD) Services

Providing competent, effective technical support for your or your client’s product is critical for both the product’s reputation and its bottom line. The people that answer the phone are a reflection of your company and – like it or not – their ability to resolve your end users’ problems will go a long way in forming an opinion of how your business is run. Best-in-class support means giving your end users access to knowledgeable, helpful, intelligent professionals at convenient times to answer questions and resolve issues so they can get back to business – all without adding extra cost.

Let DecisionOne be an extension of your team and handle the end user support for your products and services to you and your client organizations. We can assist you by serving as a single point of contact for your service inquiries – allowing you and your teams to focus on core business matters.

Technical Service Desk (TSD) Services

Technical Service Desk (TSD) Services were created for resellers, OEMs, and integrators selling to the small-to-medium business, large enterprise, and government market as a cost-effective means for their end users to receive technical support via remote resources. TSD services provide a single point of contact for the triage, diagnostics, and resolution of hardware and software technical inquiries – assuming the role of Tier 1 or Tier 2 support to either end users or an existing help desk.

A Valuable Feedback Loop
Often, the front line of support gains the first and most varied accounts on the wide variety of technical issues your end users are experiencing. When preparing for a product launch or new product release, let DecisionOne assist in providing a collection point for all issues by front ending each service request with a member of our technically savvy TSD staff. Our expertise in providing product specific support includes hardware, software and services from search appliances, to data center devices, to VPN services, video/audio conferencing equipment, and reservation systems.