Outsourcing your help desk to ITC will enable your company to benefit from our extensive knowledge base, which will not only prove cost-effective but will also allow any existing technical resource within your organisation to focus on their areas of specialisation without any interruption.

General Helpdesk responds directly to your users requests for support and general inquires.In addition intranet and extranet capability incorporated into ITC systems enables end-users to keep track of their requests and inquiries.

Access an easy to use, comprehensive off-site helpdesk run by experts Ensure that end-users receive rapid responses to requests and problems Save time and money with a system designed to track and manage individual issues Reduce the pressure on in-house support departments by filtering end-user enquiries

Are you searching for a way to resolve your organization’s computer support problems? EDO can provide you with the computer support you need: The freedom to focus on your core business objectives. Give your employees and/or customers a professional computer support experience.

the running of the help desk is still of substantial importance even when it is outsourced, appropiate management structures and agreements must be firmly in place. This process is critical and must not be overlooked... there is no scope for short cuts. The outsourcing arrangement must be properly documented and controlled. The service should be strictly defined, and a formal service level agreement should be in place, with of course a legal contract. Equally, the operation must be planned carefully, with a formal transition plan. Full audit capibilities must also be available.

CompuCom Systems, Inc., (Nasdaq:CMPC), a leading digital infrastructure solutions provider, announced today that the Service & Support Professionals Association (SSPA) honored CompuCom with its third STAR Award in four years for exemplary customer service in the category of Outsource Support Provider. CompuCom was recognized for demonstrating high levels of ongoing customer satisfaction, outstanding service offerings, excellent customer relationship management, superior performance measurements, and effective staff retention programs. CompuCom credits this success to a tight client-focus when managing clients' IT operations.

In this technological age, the help desk is a company's first line of defense against computer and network outages. With prompt responses to inquiries and a high degree of quality service, the help desk an help a company win customers and become the employee's best friend. But this level and quality of support does not come cheap. In a climate where downsizing and budget squeezing are second nature, investigating the potential savings of outsourcing the help desk is natural.

Self-help solutions provide significant benefits for both customers and for company help desks. Consumers appreciate the opportunity to solve their own problems and answer their own questions online without having to call back several times or be put on hold. At the same time, help desk operators can be freed from many of the most mundane tasks and repeat questions in order to focus their efforts on answering more complex inquiries.

Call tracking systems can improve call center efficiency and help provide better customer service, but it is important to thoroughly evaluate prospective software packages before choosing which one will be implemented within a particular organization. There are a variety of systems available and they all have individual features. Some fit better with one type of organization than with another. Current practices and procedures; the ways that existing agents would use the system; methods for call queuing, routing and escalation; system integration; and a system capabilities for reporting and adaptability, are just a few of the issues that a company should take into consideration when considering system implementation.

In general, manufacturers claim that automated help desk software systems can provide for more effective handling of unexpected work spikes, in addition to increasing agent productivity overall. The level of support is increased while agents are assisted by technologies that allow them to focus their time and effort on more complex and important company issues while still preserving top-level service that customers have grown to expect.