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Help Desk Support

Infrastructure Management

Helpdesk Support

  • Problem analysis and replication, problem resolution via work-around or escalation.
  • Single point of contact to the users for technical problems.
  • Logging user complaints and allocating calls to engineer /vendor / IT Dept.
  • Assigning severity level to each call as per the predefined definitions.
  • Voice, E-mail and Chat-based Support.
  • Escalation of calls to various levels.
  • Remote Assistance.
  • Co-ordination with vendor for technical problems logged at the Help Desk to ensure proper closure of problems
  • Website Navigational Assistance.
  • Report generations.
  • The call management will be maintained as per the SLA