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Help Desk
Perhaps more than any other IT discipline, Help Desks are about people. But more specifically, they are concerned with the human interaction, processes, and tools required to ensure clients receive the benefits expected from information technology.
Alliance IT recognises that the corporate help desk is:-
- Commonly perceived to be the human or public face of the organisation it serves.
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Frequently considered a most reliable indicator regarding the health of an organisation's workplace environment.
- Generally overlooked as an instrument for management to effect positive strategic outcomes.
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Responsible for fully restoring staff productivity in a timely fashion, where it has been adversely impacted by a failure in the function or operation of information technology.
Our help desk solutions treat technology as a business tool, focusing rather on the requirements of callers to determine the impact on their ability to perform their business functions. Through adherence to a proven methodology encompassing industry best practice, we restore customer productivity, alleviate frustrations, build self-confidence and motivation, moderate expectations, and educate for empowerment.
Alliance IT help desk solutions include (but are not limited to) the following:-
- Asset Management (Acquisition, Auditing, Cascading, Disposal)
- Call Centre Management
- Change Management
- Customer Relationship Management
- Customer Satisfaction Surveys
- Alliance IT Support Centre
- Help Desk Software
- Independent Verification and Validation (IV&V)
- nowledge Management
- Management Reporting
- Multi-Channel Customer Interaction
- Root Cause Analysis
- Training
- Web-Based Self Service
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