After-hours support and Overflow
Web based ticket updates
Remote Technical Support
Proprietary Technology Support
Telephone and e-Mail support services
Customer Entitlement Validation
Core Network to Edge Application Support
Professional Service KPI Reporting
Our Service desk outsourcing service gives you the freedom to focus on your core competencies while giving your customers a professional, efficient, satisfying help desk experience. Our people, processes and technology gives you the information to identify trends and anticipate training needs, increase responsiveness to your internal (or external) customers, and ultimately help you to secure the reputation of providing quality service to those valued customers that you provide mission critical support to every day.
1st Line to Third line application support services available, the service desk option is manned 24 hours a day, 365 days a year by trained technical operatives. These helpdesk operatives are highly skilled technical engineers trained on a wide range of telecommunications and IT equipment, each with technology specializations. Our skills based routing platform ensures that calls regarding certain technology areas are directed to the appropriate technology department (Resolver Group). You can be sure that your customer inquiries will be personally dealt with by a professional technical operative who will own the issue from initial escalation through to final fault resolution. The operatives form part of your company’s virtual technology team and will interface with your in-house staff or external teams in an efficient and flexible manner. We understand that keeping track of your customer support services is critical and this is why SFI’s systems and processes are designed to provide you with regular performance reports which include incident volumes, resolution analytics and performance against agreed SLA.
With SFI’s outsourced help-desk services you can focus on managing relationships and delivering core business. Manned 24/7 by fully trained technical staff, your customers will receive a personal answer to any support queries, at any time of the day or night.
Prevention is always better than cure. Spotting and dealing with technical issues before they impact operational performance is key. With proactive 24/7 IT infrastructure monitoring, we provide comprehensive expert support.
SFI’s maintenance support is available at a variety of service levels. Our engineers have a deep working knowledge of all our technologies, making maintenance a quick and simple procedure that won’t interfere with your customers’ daily operations.