Help Desk Management

Customers today are using Help Desk systems to manage many different areas within the company.  The environments can range from employee services (including desk side and systems support) to IT global support (including network operations, systems operations, application operations) to external customer support (including product support, etc.).  With so many roles the Help Desk can offer, stronger systems with more effective processes and automation are needed to manage the specific needs.  But in most cases the method to reach the Help Desk for support comes from many different resources and systems, which can create an interoperability gap.  And meeting the expectations of the various groups supported can be challenging.

AlignSync expertise and services includes:

• Help Desk Design and Process Improvement
• Call Center Management
• Systems Interoperability and Integration (i.e. Network/Systems Mgmt to Help Desk, etc.) 
• Knowledge Management
• Service-Level Agreement Management
• Enterprise-wide Alert Management (including Mobile Incident Management)
• Customer Support Management
• Report Analysis and Continuous Improvement

The AlignSync services are based upon ITIL practices.  Certified experts on Call Center, Knowledge Management, and Service Level Agreement planning and solutions are available to assist customers in resolving difficult operational challenges.