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  • 5 May

The Help Desk – Outsourced IT Solutions

It’s a very exciting time for us at the moment – with increasing numbers of new staff members, customers, and support requirements, plus our 15th birthday just around the corner; it’s time for an update from our Help Desk. We have grown and evolved a lot within our 15 years of providing outsourced IT solutions. With technology ever changing and adapting to new demands, it has been crucial for us to remain current and consistent so that we can provide our customers with the service they deserve. Having developed a deep understanding of customer needs over the years, we wanted to write a blog that could share with you the benefits of our service and provide an insight in to what can be expected from our IT system support. With a few statistics thrown in for good measure, this blog is definitely worth a read. Long trading hours are now the norm for many sectors, and as such our around the clock support, 24x7x365, proves essential for numerous businesses who cannot afford for their IT support to be effective just 9am till 5pm. This issue is highlighted during seasonal holidays and with a number of bank holiday weekends rapidly approaching, businesses are going to be working day and night and require an IT Help Desk that can mirror their up-time. Currently we support over 5,750 stores, 250 of which are international. This is where our international language support comes in very handy, covering 8 languages, including; English, Italian, Polish, French, Spanish, Portuguese, Hungarian and German. This is another area where we are continuously growing, by expanding our language support we can help our current and future customers really tackle international expansion. With over 12,500 tills supported by our Help Desk we make sure we’re constantly on top of our game, ensuring that as the number of tills we support goes up, the number of incident rates and call times stay down. After analysing stats from one of our current customers, whose store estate has grown dramatically in the last 4 years, seeing an increase of 20.5%, we are able to note that during this growth – the number of issues raised have been steady, average talk time has remained level, and we have actually seen a decrease in the average queue time of 45.5%.  Evaluating results such as these, helps to show how our support can really assist our customers. We maintain this level of service by always being prepared and prioritising situations, helping to prevent issues, or respond as quickly as possible when they do arise. We aim to cause as little interruption to our customer’s services as possible. Since the beginning of 2014 to present day we have seen a decrease in average ring time of 41%, meaning that when problems do emerge, they are being managed rapidly. This along with an average first line fix rate of 76% means that many problems are resolved with just one phone call. With a service offered that is tailored to…
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