HELP DESK
In today's market environment, a competent and effective technical helpdesk or customer care helpline is as crucial as selling the product, whether it's for your customers or employees. SNA Infotech (SNAIPL) acts as an extension of your team, providing end-user support and serving as a single point of contact for all service inquiries. This allows you and your teams to focus on core business functions.
SNAIPL Helpdesk Services are available as a cost-effective means to provide their end users technical support through remote resources. Helpdesk services provide a single point of contact for the call logging, diagnostics, and resolution of hardware and software technical issues. SNAIPL can complement an existing Helpdesk by scaling up or take-over the entire functions.
TECHNICAL SUPPORT
SNAIPL offers technical support helpdesk services to some of the world's leading companies, consistently delivering world-class service levels and achieving high customer satisfaction scores. The services include call logging, diagnostics, and resolution of hardware and software technical issues. SNAIPL's technical support can complement an existing helpdesk or take over its entire functions.
Our technical Support experience spans a wide variety of products :
- Computer peripherals.
- Software - Operating system, applications, utilities, security.
- Hardware - Desktop, notebook, server.
- Networking / telecom equipment.
- Internet services.
- CCTV & Security products.
- Fire Alarm & related products.
- PA System.
- Audio-Video & Video Conferencing Systems.
MANAGED SERVICES
ENTERPRISE HELP DESK SUPPORT
SNA's Enterprise Support Group uses Remote Helpdesk services to support end user's requirements and maintenance of entire IT ,Office Automation, Electronic Security System, Audio Video integration and Barcoding infrastructure of large corporates. SNA provides a closed loop single point of contact for all service inquiries including hardware, software, operating systems, applications, utilities, peripherals etc. The service also tracks performance of Servers, Networks and Peripherals. The service also features L2 and L3 support in a tiered structure with a cross section of staff trained on different technologies to increase end user efficiency, satisfaction, and remote resolution rates. The technology allows the agent to take control of a caller's PC through the Internet and run programs, applications, or move files, supporting both software and hardware to increase first call resolution. All agents are technically qualified engineers with various accreditations. The helpdesk maintains a close contact with Deskside Support team to ensure the call closure within service levels.
Enterprise Help Desk Services deliver everything needed to meet complex around-the-clock remote technology support and user contact requirements without costly in-house IT personnel or call centre infrastructure investments. The clients can easily provide the levels of remote support to their employees or end users required at a predictable, affordable price.
We provide complete support services for the most common end user problems:
- Hardware (desktop/notebook/peripheral) diagnosis and deskside team coordination.
- Operating systems.
- Shrink-wrapped applications
- Departmental/business applications
- Network connectivity and navigation
- SBasic network administration (i.e. password resets, account maintenance, etc.)
- Remote user access
- Corporate I.T. policy
Advantages of SNA Enterprise helpdesk support may include:
- Level 1 and Level 2 help desk engineers
- State of the art contact centre technology infrastructure
- Multi-channel delivery capabilities that include voice, e-mail, chat
- Chat Capability with live collaboration and Remote assistance
- Natural cost advantage of India location
- Assured service levels
- Closed-loop case management
- Web based Reporting to client on Live basis.
- 7x24x365 coverage
- Process workflow, escalation and onsite dispatch management
- Rapid deployment