Responsive problem resolution available around the clock, around the world
HP Integrated Support Call Management and User Helpdesk services help you meet the challenge of change with a single, ultra-responsive point of contact for all IT staff and end-user queries and problems. They bring consistency to the support function across your enterprise. They help you cut service-resolution times. And they free your IT resources to focus on core business issues and competencies.
Application of Information Technology Infrastructure Library (ITIL) best practices as defined by the IT Service Management (ITSM) reference model helps ensure consistently high-quality support for both your technical and user communities.
Call Management
With HP's 24x7x365 Call Management Service, your requests for assistance are promptly registered and deployed to the appropriate support personnel. Our experienced Call Management team aims to answer the phone in less than 10 seconds. Calls can be logged directly by toll-free telephone or convenient Web access.
The HP Call Management team works closely with you to understand the nature and severity of your problems, see that service level agreements are met, and bring about successful outcomes in the shortest possible timeframes. Well-defined escalation processes are proactively invoked whenever progress is not occurring according to specified milestones.
Your Integrated Support agreement gives you the option of establishing an expanded Call Management network that allows calls to be logged by your support staff from multiple locations and time zones. This can improve resource utilization and streamline processes across your enterprise.
User Helpdesk services
If your enterprise has a multi-facility, multi-location, or global workforce utilizing a distributed client environment, establishing an efficient user helpdesk can yield significant productivity gains.
Drawing on wide experience in call center management, end-user support, and escalation management, HP Services professionals collaborate with your IT staff to set up and operate diverse helpdesk functions. Take advantage of our proven expertise in call workflow management, triage, knowledge capture, trouble-ticket routing, problem escalation, and other key helpdesk-related functions to enhance the business return on your IT investments.
Your HP Integrated Support agreement can include optional "deep-level" helpdesk support that eliminates the need to manage contractual escalation requirements with diverse hardware and software vendors.
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