Studies show that only a small percentage of help desk service requests are resolved on the first call. Consequently, customers rarely have a positive image of help desks. If your help desk is steadily losing ground trying to keep up with your customers' problems, or if you want your help desk to have a stronger orientation towards service, CSN1 Technology's Help Desk Services can get you headed in the right direction.
 

CSN1 Technology offers three ways to assist clients in building an efficient and responsive help desk.

1. Consulting: CSN1 Technology's consulting services include ROI analysis, process analysis and improvement, management reporting, training, and documentation. Consulting services cover these areas:

• Analyzing, auditing, upgrading and creating help desk processes and procedures
• Assessing and training internal staff
• Consultation with help desk management concerning software selection and options for outsourcing help desk staff
• Documenting procedures for new processes so clients can sustain and build on improvements

2. Software Selection and Deployment: An abundance of high quality help desk software is available, but products may cost too much, lack key features, or align poorly with your organization's business goals or corporate culture. CSN1 Technology has the experience to help you customize  a web-based solution that's right for your company. CSN1 Technology can also help you deploy help desk software and integrate it into your IT infrastructure.

3. Staffing: Some clients prefer to outsource help desk resources rather than hire them. Other clients require temporary assistance to augment existing staff or fill gaps during employee absences. Unfortunately, not all outsourcing channels provide the quality and reliability your customers demand.

CSN1 Technology's Help Desk Staffing Service is designed to deliver quality personnel by selecting results-oriented individuals trained to use proven techniques to interact with clients and solve problems. In addition, CSN1 Technology's on-going education programs keep help desk specialists up to date on the latest technology. As a result, CSN1 Technology can provide people who resolve your customers' problems rather than merely answer the phone.

Service Options
CSN1 Technology's standard Help Desk Staffing Service offers onsite, 9-10 hour per day coverage. By special arrangement, CSN1 Technology offers up to 24x7 coverage. Standard service supports networking, email, Windows desktop operating systems and mainstream applications. Special application support is available on request. Because CSN1 Technology has extensive networking and applications capabilities, CSN1 Technology can respond quickly to escalation points with field-level experts.

Why Choose CSN1 Technology?
CSN1 Technology offers an array of advantages over competing help desk services:

1. One Stop/Full Service: CSN1 Technology offers consulting in all aspects of help desk services including management, process improvement, staffing, automation, and positioning within the company. CSN1 Technology addresses qualitative support as well as quantitative analysis and performance improvement. CSN1 Technology's focus is on giving the help desk a positive image as a solid contributor to company performance.
2. Service Level Improvement: CSN1 Technology's programs are geared towards continual, measurable improvement of help desk service. CSN1 Technology achieves this by:
   • Developing optimized help desk processes.
   • Using a technically trained staff of service-oriented individuals who can execute the process to solve problems. CSN1 Technology's goal is to resolve rather than merely report problems.
   • Establishing quantifiable goals. CSN1 Technology's short-term goal is to resolve a minimum of 65% of serviced calls during the initial conversation. The long-term goal is to exceed 80% first-call resolution. First-call resolution is a significant factor in reducing the average cost of help desk calls, improving the image of IT generally and the help desk specifically, and improving user productivity/satisfaction.
3. Help in Automating: When automating a help desk, CSN1 Technology can assist with software comparison and selection. Then, when requested, CSN1 Technology deploys a  team approach, with a target of four to six weeks maximum to install software and go live. CSN1 Technology has special expertise with custom web-based help desk software.
4. Microsoft Focus: CSN1 Technology is one of Microsoft's most experienced Certified Partners and is expert in Windows XP, Windows Server 2003 and Windows 2000 Server and is developing a Microsoft .NET and BackOffice technology strategy. If Windows plays a major role in your information system, CSN1 Technology has the talent you need.
5. Positive Return on Investment: For client engagements, CSN1 Technology can develop detailed cost justification that supports the appropriate service level based on the client's budget and perceived value.

How to Get Help with Your Help Desk
CSN1 Technology's help desk consulting projects typically start with a problem request/definition phase, where CSN1 Technology is asked either to establish a help desk, rescue a help desk in trouble, or evaluate and recommend software for potential automation.

If your help desk needs help, call Toll Free 1-877-422-1907 or email using the link above.