Obviously, of course, you want to answer your call instead of finishing talking to a recorder. However, once this key point finished, you will be surprised to learn that there is a wide variety of explanations about the meaning of 24/7 help desk support.
It’s not uncommon to hear of extremely disappointed companies who find that their support for a 24-hour help desk only consists of someone who receives messages that they want to send to others.
For many, we are ensuring that your problem is recorded and possibly tracked down. However, if you expect to speak with someone who understands the technology and your problem the first time you call, this type of service is disappointing.
It is especially the case when the help desk provider carries out a so-called “hunt for the sun”. In other words, the basic position of help desk support shifts from one country to another around the world after dawn. It prevents the supplier from paying higher overtime wages than local help desk staff. The disadvantage, however, is that it is usually not economically feasible to train employees in multiple locations around the world.
Therefore, the result may contain a message and be forwarded to a qualified technician to respond on time. If that does not sound so bad, remember that an instant help desk contact can be useless for a quick fix to your problem if a technician answers you the next day.
A Procedural help desk with a script
The passive recording of calls is becoming rarer because some years ago, some intelligent people decided to be able to predict the nature of all incoming calls for support and write appropriately scripted question and answer dialogues that helpdesk staff can use to solve the problem.
Many problems have indeed been encountered many times previously by IT support service providers and therefore having a script that helpdesk staff can use to solve a problem and provide a solution can be very useful.
It may be that perhaps 70% of the problems reported to the helpdesk have seen before and that the scripts covering them can to be prepared. Unfortunately, if you happen to be one of 30% whose problem doesn’t fit the scripts, then you’re back to the problem of how long it will take to convince someone to call you back who understands the technology involved.
The main motivation for suppliers using this methodology is that they believe it can be used to skimp on the specific training of helpdesk support staff.
Professional help desk services
The companies that assist 24X 7days a week, through a qualified and prepared assistance staff are probably the ones that offer the most reassuring service and the shortest total solution time.
Of course, this may mean that their prices are higher than the help desk services offered in the two previous categories.
If you are in crisis during a weekend or outside normal working hours, you may want to talk to someone who knows what you are talking about, not someone who takes messages. So think carefully about what kind of help desk support you can buy all day.
Service Desk and remote support
There are many other advantages: Help Desk Services. Take advantage of effective remote support from our state-of-the-art facilities that offer the highest levels of user satisfaction at a significantly lower cost than site-level support. Most requests for assistance resolved in a single phone call, but for some reason. The technician who supports you faster.
Our Service Desk Thanks to their continuous training, they can solve problems quickly and accurately. We also support you with standard software and popular IT devices, as well as supporting custom applications through the scripts and answers provided.
Customers can call our free help desk support number. From resource identification, software troubleshooting, system revisions, our global teams can quickly identify nature.