Technology helpdesk At
Spicular Technologies we believe in improving customer
satisfaction with quicker and proficient technical
support. The need to provide affordable product
and service support has increased exponentially.
Providing quality support has become a key component
of customer satisfaction and significantly influences
future buying decisions. Technical support is emerging
as a powerful tool for product manufacturers to
forge relationships that build trust and loyalty,
eventually leading to increased sales. A pioneer
in technical support, Spicular Technologies continues
to retain and grow its technical support programs.
Our Helpdesk services
highlights
Setting up offshore IT help desks for IT infrastructure
support and management.
IT Infrastructure support covering desktop/laptops,
servers, operating systems, office productivity
suites, email & browser support, network & connectivity
issues, line of business
& custom applications.
Incident management or (trouble ticket management)
for user queries, so each issue is logged
and monitored until resolved.
Web self-service allows employees to access
online knowledge bases to search for solutions,
open and update support incidents and even perform
password resets.
Technology refresh - Enhancements and upgrades.
Consistent high Customer Satisfaction (CSAT),
high *First Call Resolution (FCR), low Average
Handle Time (AHT) as SLAs to manage percentages
resulting in lower hold times
and faster response times.
Remote management using remote troubleshooting
tools for effective first call resolution.
Knowledge base creation and updating.
Asset & configuration management - Single
point for managing hardware and software assets
using both remote discovery and asset tracking
tools.
Right mix of industry best practices, cutting
edge technology, skilled manpower and quality-driven
processes.
