IT Remote Support e Help Desk Outsourcing
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To entrust your IT and technical problems to Euro Connect means relying on a specialized Partner in the IT I and II level Help Desk Outsourcing and be free from heavy internal costs by counting on IT assistance 24 hours a day.
With the Euro Connect Help Desk, you can go back to your Core Business because the problems are solved by our Multilingual Support Team.
We are currently assisting clients in Italian, English, German, French, Spanish, Portuguese, Russian and Belgian; If you are looking for another language we can find the right agents in less than a week thanks to the Euro Connect Accademy (TM)
Help Desk IT - What services are we providing?
Our outsourcing IT service Desk provides a full range of services that can be used in all industries. Car dealers across Europe and Multinational Pharmaceutical Industries have entrusted us in full outsourcing for the First and Second Level IT Help Desk. We are confident our services will also be useful to your business:
- Dispatching – Ticketing and tracking
- Installation and Maintenance of Hardware and Software
- Business IT security monitoring
- Support Android App and IOS App
- Technical Support for E Commerce
- Group Policy Management
- Remote support on your PC or Server
- Software and Cloud Assistance
We therefore offer solutions for all possible IT issues, with the integration of our systems for unified management following the whole IT process, till the full resolution of the problem.
Does the Outsourcing of your Help Desk frighten you?
You choose the SLA of your IT service desk.
For some of our customers we answer the 95% of Inbound calls within the first 10 seconds and the 100% of the mails in the first 20 minutes!
We can use both your pabx or ours in cloud to handle call queues, always giving you a dedicated monitor on which you can see all the statistics and waiting customers.
Customers who chose our Remote Help Desk service have increased their enterprise productivity and reduced the cost of maintaining their IT infrastructure. This is possible thanks to the on-demand intervention of our specialized technicians, who can solve the problems in less time and above all without the expensive cost of internal technical.
From Call Center Help Desk to Onsite Technicians - Processes
When we take care of our customers building a 360 degree service:
- Our Multilingual Inbound Call Center identifies the issue, calms down the customer and opens a Ticket
- Ticket passes to the First Level IT Help Desk, which in the 70% of the cases solves the problem by notifying the customer via mail or telephone.
- The remaining Tickets pass to the second level, made up of specialized computer technicians who handle the isssues on system or server side
But if all this is not enough we pledge two partnerships with European technical companies to provide Onsite assistance throughout the EU territory, including the islands.
Help Desk Service - Active 24/7
The access system in the Euro Connect offices, divided into time zones around the world, is fully automated and allows us to be active 24 hours a day, 7 days a week, 365 days a year.
The 3 levels of Internet back up, anti-seismic building and power generating sets guarantee 99.6% Uptime, so … Your IT customer service never sleeps!