What, you might ask, is a Help Desk?
A Help Desk is there to provide a proper framework for the supply of support services to clients.
This can be either in-house or contracted-out to a third party. It can be set up for other areas as well as IT.
MCW Consulting Outsourced Help Desk Offering supports services in the following ways:
- A well advertised and recognized point of access for clients (telephone number, e-mail contact and website).
- Documented mission statements, call management procedures, customer service standards and quality assurance.
- Professional support personnel trained in the range of competencies required.
- Use of Information and Communication Technology (ICT) to implement and manage support calls.
A simple breakdown of some of the responsibilities and activities of a helpdesk are:
- Identify and document the customer’s needs
- Manage expectations
- Answer queries
- Resolve problems
- Enhance customer relationships
- Deliver quality customer support consistently
- Own each call taken to its conclusion
When you work in a small business you often have to wear many hats including answering support calls to your clients. This is where outsourcing your support needs could be the solution for your company.
MCW Consulting will take responsibility for this on your behalf thereby allowing you and your internal staff more time to focus on your core business.
We pride ourselves in providing a fast, responsive and pro active service to our clients at the same time as working closely together to provide the best possible solutions.
It is recognised that outsourcing your help desk requirements could reduce your IT costs by approximately 20% at the same time improving the services within your business, this is achieved by the potential to offer longer hours of support. This can range from only a few hours or up to 24/7 365 days per year.
ITIL (Information Technology Infrastructure Library) is a broad and comprehensive set of best practice guidelines which individual organisations no matter how big or small can adapt to meet their specific requirements and MCW Consulting Marie West is ITIL Qualified and can provide help and advise on ITIL processes as well as specific recommendations regarding the configuration of all your help desk requirements.
ITIL implementation does not have to be a long, painful and expensive project. With the right tools and good advice you can achieve rapid and continual improvement. If you are considering implementing ITIL best practices then do give Marie at MCW Consulting a call and we will assist you every step of the way.
Provision of a Voice & Web Based Help Desk
MCW Consulting have a contact centre, also known as customer interaction centre or call centre and it is a central point through which all customer contacts are managed. Through a contact centre, valuable information about any company can be routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management (CRM).
Today, customers contact companies by calling, emailing, chatting online, visiting websites, faxing, and even instant messaging.
If you are considering using a central contact point to route all your customer and/or multi-site location interactions, whether they be three or three hundred then give MCW Consulting a call and ask for Marie. There is no solution we cannot find.
Evaluation & Implementation of Help Desk Software
Once you have decided to go down the route of Help Desk Provision you then have to negotiate the minefield that is “Which Software Package do I really need?” Your evaluation cannot be complete until you have spoken with MCW Consulting about the comparisons between all the different editions available to you.
With over 25 years of Help Desk experience we can guide you through that minefield to achieve your ultimate goal of “The Best Product for the Job”.
Management Reporting
Management Reporting play a vital role as far as a Help Desk product is concerned.
Requests that are open, closed or overdue at any instant of time, the SLA violations that had happened, which person or department is sending the most number of requests & who is attending to the requests can all be known from the readymade reports supplied by MCW Consulting as a standard element within their Help Desk offering.
If you have a specific need for any Custom Reporting, these can also be generated with the required data both in tabular format and matrix format.
Whether you are on the verge of signing a Help Desk Software contract or just starting out on the road to Selection and Implementation of a Help Desk and need to know what to do next, then call, without obligation,
Marie West at MCW Consulting today on 0787 327 3174 to discuss all your Help Desk Options.
