Services: Help Desk Services

We at GlobalServe recognize your organization’s Help Desk function is more then an incident tracking and management system. Help Desk is a support service and an IT tool to maintain and improve end user satisfaction with Application Program support and high levels of systems reliability and uptime availability. Whether your firm subscribes to an ITIL framework or deployment of Help Desk Best Practices, GlobalServe recognizes “first call resolution” is but one of the metrics captured toward these objectives of improving end user satisfaction, reliability & availability, all of which are also intended to avoid costs associated with onsite dispatch of technical support resource.

When onsite technical support is required desk side or in the NOC, integration of GlobalServe’s OneSource web portal into your Help Desk system, will enhance governance, provide real time error free service request status and resolution within Customer specified SLAs and through the deployment of our global supply chain’s fully OEM accredited onsite technicians.

Spotlight: Extensible plug-in for low & medium density sites or remote countries

OneSource is a “plug-in” solution affording Customers the capability to provide delivery services globally from a single (or multiple, if need be) Help Desk support function to all offices and the low density or remotely located sites.

If your service delivery model is global in reach, your organization is challenged to improve end user satisfaction through the limits of Help Desk Support and onsite service delivery is accomplished through a combination of full time employees or contractors with remote dispatch and locations that may rarely see a technician. OneSource is a solution specifically designed and deployed to improve SLA consistency, compliance, queue management, performance metrics and global reporting.

What we offer

Integration between Customer Help Desk and OneSource. GlobalServe’s supply chain for an error free transference of service requests
7 X 24 Customer support center for proactive service request transaction management and SLA compliance
Onsite technical resources for:
- Hardware Break/Fix (with or without spares)
- IMAC
- Install, de-install, data transfer
- Asset Disposal
- Smart Hands Support (“hands & feet”) to follow the technical direction of a remote (maybe help desk) Subject Matter Expert (SME)
- Application Program support desk side
Campus Support
- Staff Augmentation – technical FTE provided on your site
- Campus Support – technical resource onsite, regularly scheduled & recurring
On Demand Dispatch of technical resource for service requests or projects with a low priority.

Our approach

GlobalServe’s value proposition is based upon our critical competitive differentiators:

Our OneSource web portal which is a process and work flow driven Acquisition Management, Service Management and Asset Tracking system connecting Customer Help Desk service requests directly to our supply chain in over 150 countries.
Our fully OEM accredited and pre-contracted supply chain with more then 25,000 in-GEO service technicians
Our 7 X 24 Customer center providing direct support Help Desk queue managers and proactive transaction management for each and every customer service request to assure SLA compliance.

An ideal customer solution may include bi-directional integration of our OneSource portal into the customer Help Desk system for error free real time incident management and status reporting, customer specific SLAs & work flows, integration into our in-GEO supply chain (or the Customer’s supply chain) for real time status updates, provision of onsite technicians in over 150 countries around the world, consolidated invoice and billing, real time management support and complete queue manager visibility. GlobalServe’s infrastructure for support is based upon the tenets of flexibility, transparency, reliability and visibility.

GlobalServe Account Representative

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