Infrastructure Outsourcing Services: Service Desk
Business end-users are benefiting from the increasing availability and diversity of applications and devices. This has resulted in their increased expectations for technical support wherever and whenever they need it. At the same time, cost pressures on the business are driving the need to migrate support to lower-cost channels and delivery locations. The dynamic nature of Infrastructure issues, the increasing complexity of IT infrastructure, regulatory compliances and the need for strong domain skills are driving more and more organizations to outsource their Service Desk to a trusted service provider. The challenge of the service provider lies in delivering a comprehensive managed Service Desk. This Service Desk should not only addresses the technological needs of the customer, but also the alarming increase in management and administration over head, cost of compliance and maximizing return on investments.

The Service Desk that keeps you ahead
The Sify Service Desk minimizes the cost of downtime to the business by providing clients with a single point of contact for all technology incidents and requests. It maximizes resolution on first contact through its proprietary troubleshooting process capability and resolves all escalated incidents and problems.
The Service Desk achieves value for its clients through the following:
• It supports long-term or short-term volume changes with flexible staffing options.
• It Improves service levels through industrialized troubleshooting and support processes.
• It reduces costs by 30% to 50% through increased leverage of remote support services and self-service capabilities.
• It provides in-house CRM and Reporting Tools and adapts them to customers’ requirements.

The Sify Service Desk delivers cost effective and flexible solutions to partners and their customers. On one of its largest Service Desks delivers resolutions within 1 hour on more than 80% of calls with a First Call Resolution of 85%.
Sify provides premier standards of service on your behalf. Sify may recommend service and technical improvements, but will never sell products. Its service team works to inspire confidence. Your customers will receive help and advice from technical experts from the first point of contact. Sify’s focus is to deliver “First Call Resolution” incident resolution, raising the bar for service level compliance. One of the US’s leading broadband voice and data communications provider trusts Sify’s Service Desk solutions to deliver efficient, cost -effective support for their customers.

Sify’s Approach
Sify recognizes that every organization’s customers are different. Thus, it has a comprehensive range of components for you to select from according to your customer’s needs. Sify’s Service Desk thus has specific solutions for each of its clients.
Sify’s basic activities Include:
• Call Logging
• Call Validation
• Progress Monitoring
• Updates to Customer
• Escalations (internal & external)
• Third Party Management

MANAGE
Remote L1 and L2 Support for PC
Hardware/OS/MS/Business Applications
Support across multiple media (phone/ web/ email)
Deploy Self help portals

INTEGRATE
Consolidated Helpdesk by streamlining process, metrics and technology
Implement incident/problem management CRM and KM Applications.

RE-ENGINEER
Incident Reduction Strategy
RCCA
Self Service Strategy
Process Optimization through Project Initiatives

Comprehensive Management
As your partner, Sify supports your efforts to create a productive, streamlined, reliable and cost-efficient computing environment. To accomplish this, we provide four general categories of support services:
Level-Zero (Self-Help) Services:  Users can resolve incidents on their own with the tools managed by Sify.
Service Desk Support:  Users get phone and online access to skilled live agents who will handle their requests and resolve incidents quickly.
Remote Management: Specially trained Service Desk agents are allowed to remotely access end-user systems to evaluate and resolve incidents.
Site Support: On-site support augments the offshore support.

Ensuring a Smooth Transition
Your transition to Sify begins with a thorough review of your current sites and their support processes. Sify then develops detailed transition plans, which include timelines and project management for all activities and milestones. These plans ensure structure and management so that your users receive the support they need without interruption during the transition.

Service Offerings
Sify’s Service Desk offerings create a virtual customer service center through voice and e-mail on a 24X7 basis. The Chennai-India Global Delivery Centre along with the Managed Service Centre at Hyderabad enables round the clock global delivery operations for customers across the globe and creates a virtual extension of its own IT infrastructure support.
Rapid response to issues can ensure increased productivity and effectiveness. Sify Service Desk provides a single point of contact and accountability with guaranteed escalation and proactive call management.

Sify Advantages
As your organization expands, managing its IT system becomes increasingly complex. At the frontline of this effort, is your service desk. Its inefficiency can impede timely resolution of incidents and requests. This can, in turn, slow overall growth, raise IT costs, lower productivity, induce outages and can result in dissatisfied customers and employees.
By outsourcing your service desk and site support, you can improve responsiveness and get more value from your IT investment. Sify possesses the capability to make your enterprise run more efficiently and reliably – delivered through a global network of IT support professionals, and available 24 hours a day.
Our Service Desk and Site Support Services provide you with a variety of benefits, including:
· Access to the skill sets needed to resolve hardware and software issues
· Scalability
· Consistency
· Reduced end-user downtime
· Improved responsiveness, case resolution and employee productivity
· Better documentation of incidents, requests and problems

Quality Control and Reporting
Sify’s solutions incorporate tools that increase efficiencies and allow us to chart the quality of service that your end users receive including:
Interactive Voice Response (IVR) and/or Automatic Call Distribution (ACD) routes calls to an agent group with the appropriate skill to expedite resolution.
It provides data for reports on call arrival, abandon rate and any unusual events that may occur.
Request tracking systems globally monitor and track all requests for performance evaluation. It can be customized to meet your unique reporting requirements.
Workforce management helps forecast call volumes and distributions, so Sify contact centers can be staffed appropriately to achieve target results for cost and responsiveness
Quality management tools enable quality improvement as a result of trailing online user satisfaction surveys and supervisor-operated agent call monitoring tools.
Reporting options provide relevant data from daily operations to show performance metrics and areas for improvement.
o First Contact Resolution Report shows the total number of requests handled and resolved on the initial contact.
o Level of Service Report displays the percentage of calls answered within the time expected.
o Call Day Totals Report records the total daily and monthly count of offered, handled and abandoned calls. It also displays answer rate, average speed-to-answer and abandon rate.