Help Desk Outsourcing

Bell Techlogix offers flexible solutions that assist service desk managers in expanding and contracting quickly and cost effectively to support changing business needs.  In today's fast paced environment, speed to market is a critical success factor.  Those who can't ramp up quickly to address a changing environment soon find themselves chasing the competition. As a proven expert in helping clients offer best-in-class help desk and service desk solutions, Bell understands the need to change direction quickly and inexpensively. Whether supporting new business initiatives or simply looking to improve client satisfaction by expanding coverage, Bell can help you be the one that everyone is chasing.

Our IT help desk support model leverages an integrated set of tools:

• Interaction Management: We provide reporting on every client interaction, as well as increased flexibility of access, whether by traditional voice calls, e–mail, fax, web chat or web call back interactions.
• Incident Management: Our system allows the recording of all incidents, creation of service request tickets and the easy identification of solutions and/or processes to address the issue.
• Knowledge Management: Our knowledge based management system makes access to information quick and easy; decreasing downtime, improving response time and end–user productivity.
• Quality Management: The power of Bell’s integrated systems is in their ability to capture critical data, perform detailed analytics and generate real time reports that allow managers and agents to better manage the service delivery process.
• Skilled and Experienced Agents: Each and every agent is empowered to make decisions, has the knowledge available to make those decisions, and has a commitment to deliver and a passion to succeed.

Best-of-breed technology is often too expensive for small- to mid-sized businesses to implement. However, leveraging the benefits that these technologies offer is vital to transforming your service desk into a best-in-class operation. Bell is one of only nine BMC partners in the nation authorized to provide Remedy hosting services. Bell Techlogix provides the platform to access Help Desk, Change Control, Asset Management, Inventory Tracking and other modules, which allows companies to cost-effectively take advantage of the latest technology.

Bell can help you:

• Improve service levels by addressing temporary spikes in call volume;
• Expand your help desk to provide your customers with overnight and weekend coverage;
• Control service desk costs by offering flexible short-term solutions;
• Expand and contract quickly to support key growth or expansion initiatives;
• Access a best-in-class support engine through a hosted Remedy solution from Bell.