IT is often the center of the business model - continuously extend available capabilities and resources to company departments while reducing operating cost without adding staff.
End User Help Desk Services eliminate concerns with the expense and infrastructure needed to operate an internal Help Desk / Call Center. Reduce operational costs, increase customer service and provide a strategic support approach that will drive the greatest ROI.
Synergy can provide end user help desk support for hardware, software and mobile devices 24x7x365 through a centralized state-of-the-art Solution Center.
Our technology and philosophy is a predictable, repeatable workflow processes which will lead to a distinct improvement in customer satisfaction levels for your organization. The Solution Center greets each customer in a timely and professional manner with world class customer service skills so the customer feels comfortable throughout the call.
Synergy customizes each support model based on the following:
- Maintaining an up-to-date knowledge base of customized applications and infrastructure information.
- Root cause analysis of problems and continuously populating the knowledge base for quicker resolution of recurrent issues.
Synergy works with each client to design a specific Service Level Agreement (SLA) to meet their particular support requirements. Phone calls are 100% recorded using ACD and randomly monitored by a trained Quality Assurance (QA) team to ensure compliance with customer service standards.
Help Desk Metrics / Service Level
The Solution Center strives for excellence to maintain the highest standard of service level metrics - 1st Call Resolution, average speed of answer, abandonment rate and more. All measurements are reviewed and managed on a daily basis.
Reports Delivered Through eSupport Portal
The Solution Center's eSupport portal allows 24-hour access to our database. Clients can run reports, track problems, review trends and view technician notes – all from the web.
Synergy has the experience needed to efficiently support our customers with over 50 different Help Desk clients including some Fortune 500 companies. The Solution Center receives and responds to an average of 40,000 incidents a month.
Contact Us
To speak with Synergy about our End User Help Desk Services contact us by email or call us at 1-800-596-5676.
Large enough to deliver… Small enough to care.