Help Desk  |  BACK

e-m8's Helpdesk facility is ideal for companies with a large number of employees working across standard applications. The end-user calls the helpdesk if they experience a problem with either the hardware or software. This helpdesk logs the call and provides first level support or escalates the call to the relevant resource for resolution.

Statistics show that the vast majority of calls are resolved by our Technical Team on this initial telephone conversation or by call back from the Technical Support Team.  However, if need be, e-m8 are able to resort to the array of resources contained within our field engineering resource, and if the situation dictates the software support can come from any members of our highly qualified servicing staff.

By outsourcing the Help Desk function, our clients IT Departments are able to provide business continuity through the provision of professional support services thus promoting a stable and secure infrastructure.  In turn it is our experience that this can generate a 20 – 25% increase in productivity across the user base.
 

The major benefits of utilising the helpdesk are:

• Hotline telephone support for end users or technical staff

• Single point of call logging, control, co-ordination & delivery of first line support

• Available 24 hours a day, 365 days a year

• Ensures high quality service and immediate access to a skilled pool of specialist resource

• Helpdesk that is dedicated to individual customers and has the benefits of being seamless to the users with personalised answering

• Provides support across multiple technical platforms / environments

• Delivers on-site attendance when required

Contact your Account Manager or Sales for further information.