Remote Support

An effective, relevant, multi-lingual service desk solution for your organisation

Why UKCS Enterprise Solutions?

Why UKCS Enterprise Solutions?
24/7/365 ‘lights-on’ UK Service Desk
Why UKCS Enterprise Solutions?
Multi-lingual Service Desk capability
Why UKCS Enterprise Solutions?
Situation appropriate’ multi-channel Service Desk engagement
Why UKCS Enterprise Solutions?
Service evolves over time to be ever more all-encompassing
Why UKCS Enterprise Solutions?
Extensible IT Service Management platform can be leveraged by your organisation
Why UKCS Enterprise Solutions?
Customised business concepts for solutions, services, financing and inventory
Why UKCS Enterprise Solutions?
Key focus on first contact resolution and customer experience

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.

Our solutions...

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.

Contact
Our contact tier of service is designed specifically to remove the burden on your technical teams by managing pass through escalations to 3rd party organisations or internal resolver groups as defined during service transition.
By simplifying this process and creating a central point of contact, you can regain valuable time wasted by your internal specialists allowing them to focus greater efforts on business impacting events. Upon receipt of contact, our analysts will work to agreed process in order to log and escalate each ticket accordingly.
Resolution
Resolution includes the benefits provided in our Contact tier however the capability expands to include a level of technical triage prior to escalation.
This allows us wherever possible to apply first contact resolution prior to escalation, this reduces any unnecessary engagement with further internal/external teams ensuring faster incident and request closure. By lowering the number of contacts into any aligned 3rd parties and internal functions, you can reduce the cost of associated services in the future.
Managed Pod
By incorporating Contact and Resolution tiers into our Managed Pod offering, we can deliver tailored and sympathetic services to your end users and customers as a true extension of your business.
Providing fully managed support and owning resolution throughout the life cycle for each contact, we will work comprehensively with you during service transition to ensure all provisioned services are effective once live in service. Please note that Managed Pod is typically only applicable to customers with a requirement in excess of 100 users.
To discuss further call 01604 741985 or email info@ukcsenterprise.co.uk