Solving end users’ IT problems is a major challenge, especially for larger and more distributed organizations. A professional help desk solution makes it possible to receive requests efficiently and deliver effective support, which in turn helps maintain a high level of productivity across the organization. Backed by automation, it allows issues to be resolved methodically and effectively while ensuring that the response is appropriate considering the type and business importance of each incident.
Betacom’s professional help desk services create a complete ecosystem to handle end users’ support requests and resolve their issues. This ecosystem provides a simplified and unified process to deal with problems associated with malfunctioning IT infrastructure in your organization. By establishing a single point of contact for support requests and taking advantage of the available knowledge base, you can improve the efficiency of your support organization and reduce the cost of IT support for your company. In addition, priorities linked to response times and resolution times make it easier to support SLAs.
Maintain a high level of productivity and optimize costs by using a complete end-user request management and problem resolution system.
Betacom’s central help desk organization employs 7 people and provides 24/7 Tier I support that includes receiving, registering and billing incidents and support requests. The purpose of this service is to resolve as many simple and repeatable issues as possible. Tier I support is also responsible for escalating problems to Tier II and Tier III support and reporting on SLA levels for the service catalog.
The Tier II support organization consists of 18 Betacom support engineers backed by a team of nearly 100 experts working as part of our partner network. It offers unlimited hardware repairs, periodic preventive inspections (including maintenance and inventory counts) and a failure recovery time / hardware replacement commitment (thanks to our dedicated warehouse which contains replacement hardware, replacement parts and supplies), as well as end-user training courses.
Our Tier III support service consists in providing IT and remote resource management assistance to our customers. In addition, we can offer remote assistance with computer hardware and software operation, monitor the installation of patches and fixes as recommended by the manufacturer, verify expandability and upgradeability, perform firmware/BIOS/driver updates, implement projects in the customer’s environment, assist in selecting hardware configurations and test new solutions.
The service can be delivered using our proprietary Helpdesk IT solution, an application that supports ITIL-based incident management, including configuration management, problem management, change management and service level management (SLM). Customers may also be given access to our HPE Service Manager system.
Helpdesk is a part of solutions from this category: Optimize your costs