IT Help Desk Services - Jainya Enterprises it-help-desk-jainya-tele-enterprises

IT Help Desk Services

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.

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Why Choose Jainya Tele Enterprises

  • 10 years of experience in the provision of support desk services.
  • 10 years of extensive experience in the field of information technology.
  • Microsoft Partner, AWS Select Services Partner.
  • The organisation has over fifty information technology professionals on board.
  • The IT team possesses a variety of certifications, including AWS Certified Solution Architect, Red Hat Certified System Administrator (RHCSA), Microsoft Certified Professional (MCP), and AWS Certified SysOps Administrator (SOA).
  • Established processes and quality-dedicated personnel at the company and project levels have been the foundation of a confirmed quality management system.
  • A certified fault-proof security management system guarantees the security of the data of our consumers that we access.
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Jainya Tele Enterprises provides help desk services

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."

Help desk for customers

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.

Outsourced technical support

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.

Managed Help Desk Services

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.

Help desk outsourcing

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."

The way our help desk works

When a ticket comes into our IT help line, it goes through the following steps:

  1. 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.

  2. 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.

  3. Resolution and escalation
    The assigned support worker either fixes the ticket or sends it to the next level if it needs more advanced knowledge.

  4. Notification to the user
    Notifying the user that their ticket's state and resolution have changed.

What components of IT We Cover

We make sure that your IT system or its parts are stable:

  • Data centres that are on-site.
  • Desktops, laptops, phones, and computers running Windows, MAC, and Linux.
  • Services in the cloud (IaaS, PaaS, and SaaS).
  • Building blocks for development (CI/CD, testing, and development platforms).
  • And safety for networks (SIEM, IAM, firewalls, etc.).
  • Databases, data farms, and data lakes are all ways to store data.
  • Software that users see, like apps, websites, and web portals.
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Our ways to get help from the IT help desk

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User self-service portals
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Service desk software
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Email
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Phone
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Instant messaging
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Social media

What You Get from IT Help Desk How We Do Things Right

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IT help desk that can grow

  • L1: A user support team fixes simple problems that happen on the user side.
  • L2: Technical help takes care of both simple and complex tech issues and requests related to basic infrastructure.
  • L3: A group of engineers works on difficult system problems and requests, and they fix app problems by making changes to the code.
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Increased user adoption and customer happiness

  • Results of polls and tests.
  • Things to do.
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Accountability in reporting

  • Regular reports on service level.
  • Reports of accidents with a study of the root cause.
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Thoughtful instructions for users

  • A information base that anybody can use.
  • FAQs.
  • Guides for users.

KPIs to Keep the Help Desk in Good Health

Here are the most important KPIs that we keep an eye on during our help desk work.

The first time a person responds (FRT)

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.

Rate of user happiness (USAT)

≥90% is what USAT should aim for.

Rate of resolution (RR)

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.

How to Answer Common Questions About Help Desk Services

How can we be sure that your services are good?

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.

How can we be sure that lower infrastructure costs will come with IT help desk support?

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.

How can I be sure that an IT help desk company won't suddenly stop my support?

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.

We have clients from all over the world. Can your help desk work with people in a lot of different time zones?

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.

The languages that our help desk staff speak

  • English
  • Hindi
  • Arabic
  • Urdu
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How We Treat Your IT Headaches

it-help-desk-jainya-tele-enterprisesCostly 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

it-help-desk-jainya-tele-enterprisesInability 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

it-help-desk-jainya-tele-enterprisesFrequent IT problems

Clear instructions for how to do things

Check out how well we do it

it-help-desk-jainya-tele-enterprisesLow 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

Why Going to an IT Help Desk Is a Good Deal

40-70%

fewer user errors

96.6%

User Satisfaction Score

40%

help desk cost reduction

3-5x

fewer help requests from users

50-200%

faster root cause detection

20-50%

increased ROI from applications

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Veranika Kavaliova

Help Desk Manager at Jainya

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.

How Much Will You Have to Pay for IT Help Desk Outsourcing?

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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