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rose technical help desk
The Rose Technical Help Desk provides technical issue resolution for the following support areas:
Desktops
Networks
Applications
Rose deploys an effective combination of onsite, offsite and offshore solutions to the best advantage of our clients:
Onsite - client infrastructure management
Offsite/offshore - regular issue resolution, relationship management and performance management of the project
Rose uses various support media for effective issue resolution. These are time-tested and proven media:
Instant Messenger with remote administration and application sharing functionality
Voice support with Voice over Internet Protocol (VoIP) advantages
E-mail support
Rose uses various technologies and tools to enhance the performance of the technical help desk. These are:
QTicket - an ASP.NET, Web-based ticketing software for authentication, trouble ticket management, work flow management, Service Level Agreements (SLAs) and performance measurement tracking.
Index Server - an ASP.NET, Web-based knowledge base and search for effective First Contact Resolution (FCR).
Key Benefits
Reduce and control costs for your technical help desk operations.
Free up internal resources and deploy them in other mission-critical functions.
Gain access to world-class capabilities that provide best practices and concentrated effort in technical help desk activities.
Minimize business impact by reducing downtime and troubleshooting time.
Reduce time to market by utilizing the combined knowledge of the technical help desk.
Increase process efficiencies by taking the advantages of Rose support processes.
Outsource non-core activities to keep your staff focused on critical needs.
Compensate for turnover or skill gaps that occur in fast changing technology and its demand on support requirement.
For more information about our Operations Maintenance and Support services, please contact us >>
