When you sign up for Covisia's Help Desk Service you'll enjoy live, U.S.-based, 24/7 technical support on software and hardware products from certified frontline-support technicians. Our friendly customer-service team will use industry-leading internal processes to expertly troubleshoot your technical issues.
Covisia processes in-coming support requests through our Service Desk and provide first-class help desk support to respond and resolve support calls in accordance with standards, providing accurate and creative solutions to user problems.
- Most popular applications supported (i.e. Word, Excel, Outlook, etc.)
- Performance targets:
- Average Speed of Answer (ASA): 80% <= 30 seconds
- Percent of Support Requests Logged: 100%
- Percentage of First Contact Resolution (FCR): >= 70%
- Percentage of Abandoned Calls: <=5%
Key Service Desk Features:
- Domestic call center
- ITIL best practices
- Round-the-clock support by certified technicians
- Average 45 second response time
- How-to assistance for desktop applications
- 24/7/365 service
Benefits of Service Desk:
- Free time for your internal resources to focus on core business and development projects
- Reduced operating costs
- Covisia Help Desk services are more effective than building and staffing your own
- 24/7/365 service