Client Profile
Semiconductor manufacturer
Business Requirement
- Centralized help desk for North American sites (3000+ users)
- Support of desktop hardware and printers
- Support of desktop operating systems and applications
- Reduction of average call duration
- Increased end-user satisfaction
Solution
InterTech proposed the outsourcing of help desk services and desktop support positions in North America. The proposal called for the client’s endusers to use InterTech’s centralized help desk for all desktop related support calls. Calls received by the InterTech help desk would be resolved via the phone, via remote control or if necessary dispatched to on-site InterTech technicians at the five major facilities or on-call technicians at the other 48 locations throughout North America.
Results
InterTech implemented the proposed help desk and desktop support positions. In the first 6 months the average duration of help desk calls were cut in half and by the end of the first year the average duration of help desk calls were reduced to less than 8 hours. InterTech’s solution provides a centralized call center for all desktop related calls. InterTech is able to resolve these calls either via the phone, via remote control or using on-site technicians. InterTech is able to resolve both hardware related problem, based in its service authorization by all major manufacturers, and software related problem with it well trained and certified technical staff. Using the call management system the client is provided reports and alerted to trends in support calls.
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Support of desktop hardware, printers, operating systems and applications
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