Helpdesk Services
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GSS America is a publicly listed IT services company based in Hyderabad, India, specializing in managed IT services with a focus on quality and process management. The document outlines their helpdesk services, including incident management, service level metrics, and customer satisfaction processes, designed to support infrastructure and application environments. GSS emphasizes strong operational capabilities, certifications, and a commitment to continuous improvement in service delivery.
Helpdesk Services
- 1. IT Helpdesk Services© This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com
- 2. GSS IntroductionA Public Listed IT Services company with 10 years in operations, headquartered in Hyderabad, India
- 3. One of the fastest growing IT companies in India
- 4. Specializes in providing Managed IT Services
- 5. Strong Business Acumen with Technology Leadership
- 6. SEI-CMMi Level-3 company, ITIL compliant processes, ISO 9001 and 27001 certifications
- 7. Global Operations Command Center (GOCC) and remote delivery center in Hyderabad, India
- 8. World-class delivery engine delivering solutions to 40+ Fortune 500 companies and 150+ Global 1000 companies
- 9. Best-in-class top tier technology alliances and domain intensive Centers of Excellence (CoEs)
- 10. Highly capable global team
- 11. Strong balance sheet and is well capitalized2
- 12. GSS Helpdesk Services Service DescriptionsProvide First Level Extended Support for Infrastructure and Applications
- 13. Receipt, analysis, classification, recording of incidents
- 14. Catch , Log and Dispatch calls
- 15. Password resets
- 16. Remote Logging-in to the point of failure and applying relevant SOP for resolution
- 17. Pro-active monitoring using enterprise tools
- 18. Reporting Infrastructure and Application Support (Vendor/OEM) (l-4)Application & Infrastructure Environment Change supportOnsiteSupportHelpdesk (L-1)E-mailTechnical Support (L-2)Practitioners Support (L-3)CategorizationEscalationResolutionLoggingVoice(1800-xxx)End UserCDBMChatCOST REDUCTIONCall log DBKnowledge ShopReports/GraphsAgentHigh End User ExperienceServers/Desktops/Applications24 x 7 Dedicated as well Shared Desk @ Customer RequirementsDiscovery/AssetsAlerts/NotificationsStaging3
- 19. GSS - ITIL Based Service DeliveryHELPDESK4
- 20. Controlling Points for GSS Helpdesk ServicesIncident Life CycleTicket receivedTicket resolvedTicket closedTicket in QueueMeasureResponse(Is it taken care of ?)Resolution(How long ?)Follow-up(What is happening ?)Performance(How well ?)Control Periodic survey
- 21. Review of survey
- 22. Formal & informal mechanism
- 23. Take corrective action
- 24. Average resolution time
- 25. Resolution time warnings to support staff(email)
- 26. Deviation mail to supervisor
- 28. Response Warning to support staff (Mail)
- 29. Deviation mail to supervisor
- 30. Aged Ticket review
- 31. Escalation of non acknowledgement and resolution
- 32. Regular ticket review5
- 33. GSS Helpdesk Transition FrameworkDue DiligenceKnowledge TransferSteady StateShadow SupportTransition PlanningTransition Execution/ Shadow supportImproved serviceReverseShadowEnvironmentInformationRisk AssessmentTo-Be Tools &Process design ReviewRequirementsDetailed data collectionPrimaryShadowActivity Grouping& SequencingKnowledgeTransferSetup offshore supportSteady StateUpdated Knowledge baseBetter ProcessesX WEEKS Y WEEKSSLA Measurement starts6
- 34. GSS SLM Model for Helpdesk ServicesTransformTransitionImproveBenchmarkBaselineIdentify Evolution of ••Initiate •Identify the improvement metrics to •Determine currentservice levels through data gathered from ACD and vendor reports and from Customer definedexpectationsmanaging of best-in-class opportunities beyond SLAsmetricsthrough ITILoperational Best PracticesperformanceRamp-up the •Finalize •metrics to the performance Identify target •desired levels metrics based Implement, metrics to •as agreedon current control and align to levels and measure business Sustain the •benchmarkimprovement objectives of metricinitiativescustomerDraft SLA FreezeSLAs MeasureSLA ReviewTransition Periodx Monthsy MonthsInstitute set of processes & methodologies to enable metrics collection & monitoringOnline Dashboards and Periodic ReportingProcess Improvements through Best Practice Alignment7
- 35. GSS Quality – Helpdesk Service ManagementQualitative MeasurementQuantitative measurementIncident Management Performance: Adherence to Support SLA’s, FCR , Resolution Times and customer satisfactionCall Statistics from Helpdesk toolFeedback from stakeholders CSAT surveysAgent Responsiveness: % call answered, Average talk time etcCall Statistics from ACD CSAT surveysInfrastructure Availability and performance SLAPerformance and Availability statistics from monitoring toolsNoneAdherence to Scheduled Tasks e.g.. Administration Activities, Reporting, etcActivity logs, timesheets and adherence to existing schedules and policiesNoneProcess Improvements SLA’sPeriodic benchmarking against ITIL standardsTrending of call statistics & availability data 8
- 36. GSS Helpdesk CSAT ProcessObjectivesAscertain user happiness over the operations
- 37. Identify the areas of improvements
- 38. Implement actions and Monitor Key Focus Areas of StudyCourtesy and Promptness of the helpdesk
- 39. Availability of the helpdesk staff
- 40. Expertise of the staff – Technology, soft skills
- 41. Ability to resolve the requests in timely manner
- 42. Ability to resolve the request successfully the first time around
- 43. Timelines of the updates regarding the ticket status identifyConductCSATImplement and MonitorHelpdesk Metrics Management9
- 44. GSS Key Differentiators – Helpdesk ServicesRegular reviews of SLAs to improve Service to usersEffective, periodic reporting and improvement plansOwnership of tickets by Helpdesk and regular follow ups with users / L2 team as requiredCross trained staff. Additional trainings not to impact Service to usersRoutine Quality checks to ensure proper ticket / call handlingOngoing updates to user information as requiredDedicated training program for language skillsAppropriate staffing levels to ensure SLA adherenceHelpdesk can guide users with Self-Service options available10
- 45. Sample SOP11
- 47. Case Study - Large Publishing & Distribution firmManaged Services ModelCurrent Weekly volume between 150 to 200 Value DeliveredSet up a dedicated NOC and provide Infrastructure support in a Managed service model to a Publishing & Distribution companyEnd User ExperienceEnd User ExperienceProductivity maximizationVFMDriversService RenderedExpensive 24/7 support model
- 48. Business
- 50. Data insecurityTier 1 Incident ManagementApplications MonitoringClient File Monitoring24/7 Client Files MonitoringResolution Management Business Process MonitoringX1713
- 51. Q & A14
- 52. Thank You© This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com