Keeping the IT help desk running smoothly is a big task. Users want an instant response the moment they have an issue and have high expectations that staff can handle a broad range of requests – anything from a simple password reset to resolving complex service incidents.
Finding the right people, with the right experience and qualifications is just part of the challenge. Providing an ‘always on’ 24/7 service desk that supports users whenever, and wherever they’re working is becoming a top business priority.
But dedicating precious internal resources and manpower to the task takes IT professionals away from their core mission. Which means long-term strategic priorities are being neglected. You need to find a better way to respond to the needs of customers and users. And that’s where Bell can help.
Key IT help desk challenges include:
- Supporting a diverse range of technologies and platforms
- Enabling 24/7 global support
- Managing escalating service delivery costs
- Tackling manpower, resourcing and technical knowledge issues
Resolving issues fast – critical help desk services you can rely on From handling calls for help round-the-clock in a timely and responsive manner, to automated reporting that identifies systemic issues or problems for fast escalation and resolution to prevent future incidents, we help you keep the lights on – and deliver on SLA promises.
Our cost-effective managed help desk service makes it easy to scale up coverage during peak demand times or provide out-of-hours support to keep people productive any time of the day or night.
We can also provide AI managed services which provides digital workers and conversational artificial intelligence support. This scalable solution enables automation which speeds up the delivery of technical support and resolves IT issues fast.
Providing a single point of interaction for incidents, changes, problems and release management – our ITIL process-driven ‘customer first’ approach ensures the smooth and efficient running of your IT organisation.
Proactive monitoring services that keep you ahead of the game To optimise performance of your business services we’ll monitor 24/7 your key systems, detecting problems early to prevent major disruptions. What’s more, the moment you introduce new technologies or platforms into your environment, our technical teams have the know-how and expertise to get on with the job of providing immediate assistance to users.
Whatever your IT helpdesk challenge, Bell has years of experience in IT operations and an exemplary track record in delivering help desk support to businesses of any size.