Help Desk Management

GCCAPEX > Help Desk Management

Help Desk Management

You’re equipped with single point of contact for all users, up-to-date call history SLA adherence, call logging, allocation & tracking and closure, call closure after confirmation, coordination for support with vendors and third party, escalation management as per escalation matrix and vendor management for the identified IT infrastructure.

  • Log user calls and give them trouble ticket
  • Track each call to resolution.
  • Escalate the calls, as per defined escalation matrix.
  • Analyze the call statistics.
  • Generating periodic MIS and Call Statistics reports
  • Perform Periodic User Satisfaction Survey.
  • Providing a Single Point of Contact (SPOC) for assistance with all the Services, and wherever possible, performing resolution of problems at first point of contact. The Help Desk will provide assistance for User problems or requests related to the IT Services, acting as the initial point-of-contact and coordinating work request numbers. Users may notify the Help Desk of identified problems with the Services and may provide input to problem resolution.
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78% Business Revenue

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Important Reports:

  • Call Analysis
  • Call Trend
  • Call History
  • Vendor Performance Reports

Daily Call Completed and pending Report.