Integrated Service Desk
Evolving consumer technologies are shaping the needs and expectations of users, while opening up opportunities for business and productivity improvements. Yet, as government agencies begin to explore these opportunities, they are often frustrated by end-user support operations and their controlled technology environments with limited systems and capabilities. As a result, when users encounter problems, they must then navigate a maze of functional silos, and raise multiple tickets, while receiving little or no guidance. End-user computing: Intelligent
Tek Solutions's approach to end-user computing enables enterprises to: 1) identify and measure metrics and outcomes that matter, such as mean time to resolve and first call resolution; and 2) reimagine underlying processes and enhance visibility into operations. With integrated views of customer and user data supported by analytics and technology, we drive productivity by remote resolution and automation while implementing analytical models that link service costs.
We enhance clients’ end-user support operations through:
- Transformed processes enabled by strategic assessment, process benchmarking,
ITIL based process management,
- Innovative technologies, such as robotic automation, multi-channel support, cloud-based solutions, effective mobility, and IT asset utilization
- Incident analytics, personalization-of-services analytics, and predictive analytics