Help Desk
HCCO's extensive capabilities in managing
Technical Support Help Desks provide our customers with a
strategic alternative to management of on-going computing
services. Our outsourced Single Point of Contact (SPOC) technical
support Help Desk, designed specifically for companies whose
employees depend on PC or workstation based technology to
perform their daily activities. Our program allows you to
offload the management and responsibility of your end user
Help Desk support function to a proven, expert, Help Desk
Services company with many years of outsourcing experience.
HCCO will handle each and every technical support request from your employees and maintain ownership of
their issue until it is resolved and the employee is satisfied with the resolution. This closed-loop SPOC
methodology ensures that 100% of your end user requests will be properly identified, classified, and managed
to closure and their technical support expectations are being sufficiently met.
HCCO will build and implement either an on-site or remote Help Desk operation that addresses the unique
requirements of your business and provides effective technical support to your end user population. We
provide support for the following categories:
- PC Hardware and Peripherals
- Desktop Operating Systems (Windows, Unix, Linux, etc.)
- Desktop "Shrink-Wrap" Applications
- Network/Connectivity
- User Administration/Password Resets
HCCO has developed and refined a tightly
integrated set of best practices that allow us to execute
Help Desk programs in an extremely efficient manner. To
reap the benefits of these practices, we design our engagement
specific to each customer's solution requirements. HCCO
conducts a formal requirements gathering session where we
detail and document all of your specific, custom requirements.
This phase of our Help Desk Delivery Model occurs in-person
between our implementation team and your stakeholders, prior
to program launch.
HCCO's Help Desk Delivery Model contains standardized, pre-built
components that are a part of every Help Desk engagement.
These components include the processes and tasks necessary
for a smooth program launch, a well-executed daily program
operation, consistent delivery of high-quality Help Desk
support, and continuous service improvement.
HCCO combines its depth of experience in Information Technology
Management with an in-depth knowledge of IT systems to provide
fully automated, proactively managed technology environments.
We have the experience to assist as you strategize, implement,
train, and implement solutions that can change an entire
organization. Contact us for
more information.
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