Jainya Tele Enterprises' IT help desk services are supported by 10 years of experience and include responsive support (L1, L2, L3), as well as preventive infrastructure monitoring and maintenance, tailored to the requirements of customers.
The objective of IT help desk support services is to resolve and prevent IT-related issues that affect the company's employees or customers, as well as to guarantee the overall stability of the IT infrastructure.
Help desk consulting
There is no limit to the advice we give. The first thing we do is a viability study. Then we tell you about a buying model, how to set up your help desk team, and how to break down the costs. You also get suggestions on the best help desk tools for your needs.
For customers who want their own brand on the help desk services we offer, we call them "white-label."
We give people a single point of contact to make them happier with your product or service.
We can quickly and effectively handle thousands of tickets every day by implementing centralised case management, a lot of self-help options, and multiple contact channels.
Services provided by an Outsourced Network Operations Centre
We offer 24×7×365 infrastructure monitoring and L2, L3 tech help to handle your IT infrastructure problems quickly and effectively and to stop problems from happening in the first place.
We guarantee quick and affordable incident resolution and proactive problem management based on figuring out the root cause of the problem and keeping an eye on your IT infrastructure all the time.
We are ready to take over the whole help desk job, from setting up the process and dealing with L1–L3 problems to constantly monitoring and improving the help desk.
We use ITIL standards to solve general (L1 help desk) and technical (L2, L3 help desk) problems in a way that makes things easier for end users and boosts their productivity.
For customers who want their own brand on the help desk services we offer, we call them "white-label."
When a ticket comes into our IT help line, it goes through the following steps:
Starting
When a customer contacts us through one of our help channels
(email, phone, etc.), a ticket is either created automatically or by a
support agent.
Processing
The ticket is put into groups based on the type of problem and
how urgent it is, and then it is given to the right help engineer. We
usually automate this step for L1 tickets and do it by hand for L2–L3
tickets because they are more complicated.
Resolution and escalation
The assigned support worker either fixes the ticket or sends it
to the next level if it needs more advanced knowledge.
Notification to the user
Notifying the user that their ticket's state and resolution have
changed.
We make sure that your IT system or its parts are stable:
Here are the most important KPIs that we keep an eye on during our help desk work.
that is, how long it takes for a help agent to answer a user's question.
FRT to aim for: 30 minutes for emails, 40 seconds for calls.
≥90% is what USAT should aim for.
that is, the number of answered tickets divided by the total number of tickets received during a certain time period.
RR to aim for: at least 70%.
Still, the SLA can cover keeping track of other measures, such as the mean time to engineer, the call abandonment rate, and the average time to resolution.
We're ready for test jobs, and you can try our service for free to see how it works. You can see how the ticketing apps and visuals will be changed to fit your brand if you want us to work as a white-label help desk service.
To find ways to make your IT systems and processes better before we start providing our services, we will first look at what they are now and then compare them to what they will be after we start providing our services.
When we offer a help desk service, we make sure that our clients are safe from this. In our contracts, we include long transition times that don't include sudden support ends. Also, our agreements with customers for help last for a number of years, sometimes up to ten years.
Jainya Tele Enterprises has an IT help desk that is open 24 hours a day, seven days a week, and in all time zones, including North and South America, Europe, the Gulf, Asia, Australia, and Oceania.
Costly in-house IT help desk team
IT help desk services with skilled L1, L2, and L3 support engineers for a set price or as part of a subscription.
Check out how well we do it
Inability to meet the fluctuating demand
for IT help
Scalability of IT help thanks to having a lot of support engineers on board and automating a lot of the work
Check out how well we do it
Frequent IT problems
Clear instructions for how to do things
Check out how well we do it
Low
customer and staff happiness
Well-developed ways to fix problems and a plan to boost customer satisfaction based on feedback from users
See how we nail it
fewer user errors
User Satisfaction Score
help desk cost reduction
fewer help requests from users
faster root cause detection
increased ROI from applications
The numbers we achieve are not fortuitous. They result from our tailored approach to the combination of features at every help desk. The projects I manage show that the real boosters of help desk performance are multi-channel support, a self-service portal, automated ticket routing, and a solid knowledge base.
The price is based on the amount of support, the time periods covered, the number of requests predicted each month, and the SLA terms (for example, response time, first contact resolution). If you ask, our team will be happy to give you a quote.
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