ACS - Service & Support (Help Desk)

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The Help Desk is the main energy source of any company. It exists to bring current and future information changes to customers. This information may be as basic as sharing knowledge about a new product or as complex as diagnosing and solving a software conflict with a mobile customer who is trying to dial in from a remote location.

In the past, the help desk's primary role was to provide products and services to its customers. Today, the emphasis is on the business and the processes that customers must perform to ensure productivity and delivery. ACS specializes in:

Help desk/call center design, implementation, and outsourcing services
Service level establishment, monitoring, and reporting
Business process development
Continual process improvement
Managed services

Companies utilizing our service delivery center receive value in the following ways:

Our help desk operation is already established and is modified according to your specific business requirements. You receive value in not having to reinvent the wheel and in utilizing proven "best practice" processes and procedures.
You benefit from economies of scale. Since we are providing these types of services to multiple clients, we can share the ongoing operations costs of personnel, technologies, facilities, etc.
You can free up your internal resources to concentrate on newly proposed initiatives.

The help desk is indirectly and directly responsible for your entire business. Therefore, service level agreements are essential and must coincide with:

Understanding the client's true quality needs and managing their expectations
Developing partnerships
Establishing mutually agreed upon success factors
Installing measures to evaluate how well those success factors are being met
Using those evaluations to improve performance

In the area of service request management, our help desk specialists provide technical support, training, and service administration. In the back office, our client services organization is responsible for the deployment, integration, and management of change, assets, procurement, software distribution, outage management, capacity planning, disaster recovery, and continual quality improvements.

Our entire service approach is based on making sure that services are available to our clients 24x7x365. We believe that performance is more important than the terms of any contractual agreement. Our service delivery center is the focal point for all service level commitment reporting and metrics are essential.

Standard performance requirements in this area include:

24x7x365 availability
Service request/incident volume
Open, closed, and aging requests (cases ranked by business impact)
Response and resolution by type of request
Customer accessibility
London hotel roomsSystem monitoring statistics

As part of our ongoing commitment to client relationships, service delivery meetings are held on a regular basis to discuss performance, process improvements, and any issues with our clients. A team comprised of members from both of our companies is formed to discuss service issues and potential changes in the business structure.