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Wipro is the largest remote
technical support provider in India and
has deep experience in helping companies
execute offshore strategies to reduce costs,
enhance quality and improve customer satisfaction
& experience. Wipro has developed expertise
in helping customers transition their onsite
help desks to an offshore model and the
experience gained in managing these operations
are cross-leveraged for new customers, for
both cycle time reduction in transitioning
services and reusable methodologies for
implementing similar services for other
customers.
Wipro offers multi-channel (voice-based,
e-mail, web-based & chat-based) technical
support services. Wipro’s helpdesk
services can be tuned depending on the size
of the company and the array of technology
being supported. The requirements for IT
help desk support ranges from basic trouble
ticketing and first level support for medium-sized
companies, to large corporate help desk
operations needing a complex mix of proactive
and self-service tools, remote control and
diagnostics and strict service-level tracking
and reporting.
Our help desk services include :
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Setting
up offshore IT help desks for IT infrastructure
support and management |
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Providing
single point of contact for IT users
of an enterprise across locations and
geographies |
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IT
Infrastructure support covering desktop/laptops,
servers, operating systems, office productivity
suites, email & browser support,
network & connectivity issues, line
of business & custom applications |
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Incident
management or (trouble ticket management)
for user queries, so each issue is logged
and monitored until resolved |
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Workflow
engine to move issues through a defined
flow from open to closed, including
monitoring that response time is within
the guidelines of any existing service-level
agreement (SLA) |
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Web
self-service allows employees to access
online knowledge bases to search for
solutions, open and update support incidents
and even perform password resets |
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Technology
refresh – Enhancements and upgrades |
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Implement
leading help desk technologies such
as remedy, advanced help desk (from
CA), magic help desk, track IT, service
desk (from HP), vantive, clarify etc. |
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Remote
management using remote troubleshooting
tools for effective first call resolution |
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Knowledge
base creation and updation |
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Asset
& configuration management –
Single point for managing hardware and
software assets using both remote discovery
and asset tracking tools |
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Software
distribution and license management |
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Security
management and virus control |
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Performance
management and reporting |
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Change
management – Trend analysis and
pro-active change planning |
The help desk services cover Level 1 /
Level 2 and higher levels of support across
a wide range of products and technologies.
We build our solution to ensure:
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A
smooth transition in order to enable
a quick startup and minimal disruption
of service |
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Optimize
existing client investments in technology
to keep startup costs low |
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Flexibility
of the solution to scale to additional
numbers / types of applications |
Wipro has invested in world-class infrastructure
set-up and maintenance with the twin objectives
of servicing our clients with the best service
levels possible and being ready to serve
our rapidly expanding client-base and work
force. The guiding philosophy has been to
define the standards in this industry rather
than following them.
View
our complete IT infrastructure solution
portfolio
View
our complete BPO service offerings
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