With CompuCom’s Service Desks, clients have a fully integrated service that offers a single point of contact to quickly and easily resolve desktop, mobile and software related issues so that users can stay productive and focused on their business. Our service offering includes world-class “live” support, innovative and cost-efficient Web-based services, end-user self-assist tools and on-site services. The use of CompuCom’s highly automated Service Desk solution helps clients favorably rebalance their ratio of on-site, remote and self-assisted support to lower costs, reduce user downtime and maximize business value.
CompuCom leverages our Integrated Infrastructure Management (IIM™) solution—a unique, proven methodology that assesses the maturity our clients’ IT infrastructures—to favorably rebalance the ratio of on-site, remote, and self-assisted support. By enabling this shift, we not only help clients move toward the realization of maximum business value from their IT infrastructures but also benefit from a continuous expansion of their value. Transforming the help desk into a true service desk requires the vertical integration of self-assist and remote incident resolution into one holistic solution.
CompuCom helps our clients evolve their help desks to world-class service desks with clearly-defined, well-executed, SCP-certified processes, continuous improvement, ITIL compliant, best practices, effective technologies, and top-trained technical resources that ensure very high levels of client satisfaction. Each month, we receive and respond to hundreds of thousands of help desk events, through telephone, e-mail, and Web access. CompuCom manages these events with an average 90-percent first-call resolution (FCR) rate and coordinate resolution teams to closure. Our service desk services are available to these clients 24 hours a day, 7 days a week, 365 days a year (24x7x365).
CompuCom consistently exceeds client satisfaction service desk industry benchmarks with service desk associates who have an average of six years of industry experience and a minimum of A+ certification. Our service desk operation has served North American enterprise and mid-market clients for more than 13 years.
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If you would like more detailed information about our Service Desk offering, download the "Service Desk Overview" fact sheet. |
While an IT Service Desk typically focuses on the information technology needs of employees, CompuCom has generated tremendous savings for clients in establishing a unified employee service desk – providing a single point of contact for employee issues like their payroll, benefits, facilities and IT. The result is a streamlined process for employees, extended service hours, increased quality, and decreased costs. Note that 911, security, whistleblower, and human resources issues hotlines are not integrated, nor should they be, to protect mandated anonymity and preserve emergency services.
Contact a CompuCom Service Desk expert today for more information about how CompuCom can help you with your service desk needs by completing our
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