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SOURCE Logicalis US
Solution Provider to CIOs: Ask These Four Critical Questions before Choosing a Service Desk Partner
NEW YORK, Oct. 29, 2013 /PRNewswire/ -- According to Logicalis US, an international IT solutions and managed services provider (www.us.logicalis.com), there are two often overlooked criteria CIOs should use as benchmarks when comparing technical service desk providers: the organization's employee retention rate and the first-level resolution rate – which represents the number of calls resolved by first-level agents as a percentage of all service desk calls. This rate highlights how often the first-level service desk team solves a problem without needing to escalate a service call to more costly specialists.
Unlike a call center taking orders or messages, a technical service desk is supposed to be just that – technical. The people hired by a service desk as their first-level responders need to have a strong technical support background. Service desks are often staffed with lower cost resources, while network engineers and other more experienced – and higher priced – consultants are reserved for particularly difficult customer engagements that need to be escalated to that level of experience. The more qualified the service desk's first-level responders, however, the more likely incidents are to be solved at level one rather than escalated.
"First-level resolution is important both to the service desk organization itself as well as to the end customer. Being able to resolve callers' questions with a lower level technician means higher productivity for the provider, but it also means faster resolutions at any time of the day or night for the caller, and lower overall costs for the customer," says Bob Chapp, Service Desk Director, Logicalis US.
(Learn more about Logicalis' service desk: http://www.ict-log.us/pdPOu.)
Questions to Ask Before Choosing a Service Desk
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Logicalis is an international IT solutions and managed services provider with a breadth of knowledge and expertise in communications and collaboration; data center and cloud services; and managed services.
Logicalis employs nearly 3,500 people worldwide, including highly trained service specialists who design, specify, deploy and manage complex ICT infrastructures to meet the needs of almost 6,000 corporate and public sector customers. To achieve this, Logicalis maintains strong partnerships with technology leaders such as Cisco, HP, IBM, CA Technologies, EMC, NetApp, Microsoft, VMware and ServiceNow.
The Logicalis Group has annualized revenues of over $1.4 billion from operations in Europe, North America, South America and Asia Pacific and is fast establishing itself as one of the leading IT and Communications solution integrators specializing in the areas of advanced technologies and services.
The Logicalis Group is a division of Datatec Limited, listed on the Johannesburg and London AIM Stock Exchanges, with revenues of over $5 billion.
For more information, visit www.us.logicalis.com.
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