End-User Computing

Service Desk

Wide Range Of Support

We are recognized as a global leader in providing field services and service desk support to customers around the world. By leveraging an automation platform focused on maximizing the end-user journey, we deliver cost savings and efficiencies to create an unparalleled experience with our IT.

Our Service Desk has onshore, offshore and nearshore delivery centers, with a dedicated, shared or blended model. We offer recruiting, training and performance management to identify the right people for the job and consistently follow up to ensure continued success for the services we provide your business. Our end-to-end service management approach and best practices comprise a framework for superior end-user and IT interactions.

Co-Creating Custom Solutions For Your Business To Drive Digital Innovation From End-to-End

Quality Focus

Our quality process entails customer experience audits, issue notifications, corrective and preventative action, metric analytics for teams and individuals, customer satisfaction feedback, performance scorecard, and performance improvement plan.

Knowledge Management

We evaluate and improve knowledge of the service resources through established processes and authoring, service desk review, client review, and publishing/retiring knowledge.

Governance

Globally, we conduct a bi-annual business review and quarterly leadership business review. Regional business units globally conduct a monthly operational review, operational regional alignment, and change advisory board, as well as a daily delivery touchpoint.

Transition & Transformation

We focus on providing a seamless transition by minimizing business disruptions while simultaneously monitoring costs and implementing a standardized, globalized service model.

HyperCare

With HyperCare, we aim to achieve SLA and service stability as fast as possible focusing on consistent quality and performance. A dedicated SME team will monitor, measure, and act on real-time data to improve our support services.

Automation & AI

Our AI agent, Sophie, is based on cognitive computing and artificial intelligence with a focus in self-adaptation, as well as interactive and contextual automation. She can assist with tasks such as triggering workflow, auto-escalation, presenting knowledge to users, and much more.

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