Service Desk Support

Bell’s Service Desk Support solutions assist clients in overcoming the increasing demands and expectations of end users, which have significantly increased the pressure on IT in supporting internal and external customers. Maintaining the most efficient service delivery infrastructure, keeping help desk agents current on training and managing peaks and valleys are all challenges to the existing cost structure and the ability to address end user needs.

Bell Techlogix service desk solutions focus on providing the easiest and most flexible methods of access, high first call resolution and increased end user productivity and satisfaction. Our success is evidenced by the fact that industry leading clients have engaged Bell in long–term relationships.

The cornerstone of our service desk support model is 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.

Bell can help you:

• Reduce service delivery costs;
• Better handle peak activity loads;
• Access best–in–class processes, procedures and technology tools;
• Improve first time resolution and increase end–user productivity;
• Easily and quickly assimilate new users, technology and programs;
• Focus time, critical resources and dollars on core IT initiatives.