Function-specific Offerings

Technical Helpdesk

Discover how you can dramatically reduce the cost of providing IT support to your customers / employees, while increasing productivity and improving the overall customers / employees experience with our Technical Helpdesk services.

GETS (Global Enterprise Technical Support)

Our IT helpdesk services provide technical problem resolution and support for corporate employees. The GETS solution provides basic hardware and software support that involves understanding of the client’s process, service components and coordination requirements. Satyam BPO offers clients L0 & L1 support, which caters to the technical and service desk support requirements of their customers across a wide range of applications such as

• System problem resolutions related to Desktop, Notebooks, OS and Servers
• Support for office productivity tools includes MS Office suit, Visio, Active Directory, Browsers , Mail box , Distribution lists, VPN issues ,Web application, printers and new service requests
• Resolve IT operational issues, product usage queries and routing specific requests to designated contacts
• Remote diagnostics, Application support, etc.

We also provide support for specific technologies such as SAP, Oracle, Peoplesoft, Ariba, etc. With its vast exposure in IT helpdesk space and expertise with leading companies and products, our BPO arm is well-poised to offer IT helpdesk (GETS) services to its clients, as a business process solution.

Service Levels

• Level 0 support (Self-help services)
• Level 1 support (Help Desk Service and responding to ‘How do I…’ questions)
• Level 2 support (Enhanced Help Desk Services, extended globally as required)

Value Proposition

• Leveraging domain knowledge and best practices to improve productivity and cost savings
• Proven Expertise: 5% improvement in productivity YoY across all helpdesks until it reached 95%
• Improved productivity translates to increased support scope
• Integrated IT-BPO offerings with Satyam facilitating end-to-end solutions

Activities Supported

The service desk receives, fulfills, resolves, reassigns, tracks and closes user tickets for service requests and incidents. The GETS-IT Helpdesk Support procedure includes, but is not limited to, the following activities:

• Services Management (Call, Incident, Problem and Request Management)
•  User Management services (Create, Update, Move, Delete, Reset Password, Change Password, etc.)
• End-User Support
• Manage communication with the end-user community and key stakeholders, regarding topics
• Provide initial troubleshooting before reassigning or escalating tickets to other groups
• Perform basic dispatch activities for tickets that do not require any analysis and cannot be resolved by the service desk
• Ensure the status, progress, and history of the incidents/requests are up-to-date and accurate
• Initiate/facilitate the efforts of service providers (Level 2 support teams, IT Suppliers, etc) to solve incidents
• Check High Priority incident tickets progress and resolution keeping markets/users and key stakeholders properly informed about their status
• Act as the Single Point of Contact (SPOC) for market end-users and First Level Resolution Groups
• Produce reports to highlight issues, anomalies, trends as well as areas of improvement
• Customer Service Center Administration for First Level Resolution Groups
• Management of auto generated tickets

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