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Service Desk/Help Desk Operations

ekSource understands that the Service Desk is a single point of contact (SPOC) for end-users who need help. Without this single point of contact an organization would face major losses in time spent on looking for ways to fix issues and get help.

The Service Desk acts as the central point of contact between service providers and users on a day to day basis. It is also a focal point for reporting incidents and for service requests. It can also provide an interface, for other service management activities

  • Monitoring & managing helpdesk tickets
  • Password reset, ID creation
  • Voice based support
  • Ticket creation
  • Escalations
  • Handling Critical Incidents & Priorities
  • SLA levels, Performance Measurement through industry standard
  • NPS method-Net Promoter Score
  • Level1/2 remote Support
  • Follow defined procedures
  • Neutral English accent
  • Creating various predefined reports