An effective, relevant, multi-lingual service desk solution for your organisation
Why UKCS Enterprise Solutions?
What we do...
Provide a broad range of multi-lingual support directly to your end users and technical teams.
Working collaboratively, we are able to offer customers tailored services whereby we collectively have a profound understanding of your environment, operations and requirements.
How we do it...
We have designed a bespoke service that delivers the quickest, lightest touch, and repeatable remote support processes, in turn offering easy access web-based and telephone support to your organisation.
We believe that successful, long term supplier-customer partnerships are based on strong working relationships and having a deep understanding of associated organisations. In recognition of the mutual benefits this provides, we sub-divide our Service Desk into smaller customer focused ‘Pods’. The Pod is a team-within-a-team; a single point of contact that delivers consistent levels of support regardless of location, language, technology or time differences of your end users.
The ability to drive 80%+ of your user contact through the Pod helps to build familiarity and rapport between our analyst’s and your users and critically your line of business application environment. Our approach to service delivery is centred on first contact resolution and user experience, with a committed key performance indicator target of 60% for FCR. During periods of peak volume, or whereby your Pod is already engaged, the wider breadth of our support analysts can be leveraged by routing your users contacts into the 35+ full time employees within the wider Service Desk.
The Service Desk provides full lifecycle ownership for all contacts ensuring that your users are frequently kept informed, even when your internal resolver groups or third party suppliers need to be involved in order to achieve resolution. This gives your users peace of mind that their incident or request is progressing and a realistic time frame for closure.
As a standard, we endeavor to provide 1st line support activities in relation to your line of business applications. During Service Transition, a knowledge handover exercise is undertaken to define simple, repeatable and documented 1st line support activities for our analysts. Post acceptance into live service, contact data is iteratively reviewed to identify further 1st line tasks that we can undertake responsibility for.
This ensures our service is ever evolving with your business and continually driving improvement that results in a greater volume of first contact resolution’s, aiding your users to have their issues addressed ever more rapidly and more often.
We have standardised our 3 most popular Remote Support requirements.
This allows us to quickly set expectation and provide indicative costs for the services you request. Outside of these standardised offerings, we have the ability to work with you in greater detail to create bespoke variations of support that are tailored to your exact requirements. All tiers of service provide 24/7/365 access to the Service Desk.