Service Desk and Site Support Services: Business Case
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- Executive Overview
- Business Case
- Technical Summary
Professional Call Center and Site Support
Getting the highest possible return from your information technology (IT) investment means end users can enjoy the maximum uptime possible because any unforeseen issues are resolved professionally in a timely manner. Your users must have access to skilled personnel who can diagnose and resolve incidents as quickly as possible.
Outsourcing with EDS Service Desk and Site Support Services ensures your users have access to the tools, services and personnel they need to stay up and running.
With EDS, you gain a partner committed to:
- Optimal performance
- Improved visibility, reporting and control
- Service innovation including mobile and wireless solutions
How Can You Enjoy Faster, More Cost-Effective Responsiveness?
Our easy-to-use services are accessible through four channels:
- End-User Service Tools: Enable users to report incidents and find answers to questions immediately, on their own
- Access to Service Desk Personnel: With the training, tools and expertise required to maintain high first-contact resolution
- Remote Management: Allows remote remedy of desktop incidents, reducing costly on-site dispatches
- Site Support: Provides the skilled "hands and eyes" when incidents cannot be resolved otherwise
In terms of overall value, not all methods of problem resolution are created equal. "Self-help" solutions are the fastest and least costly way to correct problems. Site support, which involves technicians working on site, tends to be the most costly.
Our "upstreaming" approach to incident resolution incorporates leading-edge processes and tools to ensure the majority of problems are addressed using lower cost "self-help" and service desk support channels. All the while, EDS makes recommendations to your senior management concerning new, better ways to operate your IT infrastructure. These recommended upgrades to your IT processes, tools and knowledge systems will make many issues disappear entirely, while those that remain will be resolved faster and less expensively.
The Benefits Are Easy To See
The combined impact of our proven skills, technology and processes leads to profound benefits that your organization will realize quickly, and will then continue to realize on an ongoing basis:
- Quick, easy access: Traditional telephone automated call distribution (ACD) technology is combined with online interfaces to make it convenient for your users to gain the assistance of one of our skilled service desk agents
- Increased efficiency: Our approach places an emphasis on quick response and a continuous reduction in the volumes of inbound contacts
- Improved first-contact resolution: Standards-based training and processes allow an increasing proportion of incidents to be resolved on the initial contact, reducing end-to-end costs
- Experience-based analysis and management: Logging, tracking and case closure information are assimilated to highlight trends and proactively manage recurring issues that can be solved through better IT management or end-user training
- Increased user satisfaction: Continuous end-user surveys shared with your management team ensure provided services are always satisfactory
Committed To Continuous Improvement
As a part of our service, we continually look for trends in metrics gleaned from your users and their systems. We produce monthly reports that allow your management team to gauge performance and chart a course for continued improvement. Thanks to EDS' four decades of experience providing these services, we can spot trends signaling corrective action is required, before things get out of hand.
Our goal is to meet or beat your expectation of excellence. Each month, your teams receive detailed informational reports including:
- First-Contact Resolution: The total number and percentage of requests handled and resolved on the initial contact
- Level of Service: The proportion of contacts responded to within the agreed time frame
- "Call-Day" Totals: The total count of offered, handled and abandoned calls for each day and each month
Many additional reports are available and can be created for you on a custom basis from the call data collected by the various service desk tools.
Choose EDS
By outsourcing service desk and site support, you can improve responsiveness and get more value from your IT investment. Gartner has ranked EDS as a leader for help-desk outsourcing in North America, citing as evidence our significant experience, superior customer testimonials and world-class tools and processes.
For more information about what EDS can do for you, submit a business inquiry.
American Airlines
EDS is behind the continued success of American Airlines. Our Service Desk and Site Support Services provided American with a single, reliable point of contact to ensure its network, server, desktop and mobile issues were resolved quickly.