- Increasing user satisfaction
- Reducing support time and costs
- Fulfilling service-level agreements
- Supporting users in their time zone
- Reducing payroll costs
- Using key IT personnel in critical business functions
- Keeping the organization up and running
i. Service requests:
- Installation of new applications
- Installation of hardware accessories
- Installation and configuration of laptops and computer equipment
- Relocation of IT equipment
- Handling user questions and inquiries
- Resetting application passwords
- Application failures
- Hardware failures
- Peripheral device failures
- Problems with Internet access
- Network configuration
- Email configuration
- Setup for videoconferencing, chat, and messaging
- Problems with computer viruses
- Accessing IT services from home
- Communication problems with mobile devices
The Service Desk (help desk) records each event in a service ticket system and classifies each ticket according to predefined criteria (type, priority, urgency, impact), all in order to adequately track each one.
The main objective of incident management is to resolve all first and second-level problems that are presented to the Service Desk (help desk), and to share necessary information with the escalation group so as to avoid delays in the resumption of service. And in the case of service requests, to attend to them quickly and to monitor satisfaction—for users first, and then our clients.
Users have the Service Desk as their single point of contact from start to finish, and they are kept informed of the current status throughout the resolution process.
Tickets are assigned to specialized on-site work-groups when, because of their nature, they cannot be resolved remotely.
The Service Desk (help desk) oversees and tracks the tickets it assigns to other support personnel, and they are kept open until the end-user agrees that it may be closed.
The Service Desk (help desk) informs users when the IT infrastructure is affected by unexpected faults, and when planned outages are imminent.
Through its Quality Assurance unit, the Service Desk monitors and tracks telephone calls and tickets, sends satisfaction surveys to users, noting any issues that arise and routing them to the Complaints and Comments unit for additional follow-up.
Available 24 hours a day, 7 days a week—with remote access to user requests regardless of time zone.
English, Spanish, Portuguese and Italian
For over 30 years, icorp has been offering IT services and solutions to large domestic and international enterprises. Overtime, we have evolved into a company with a service support model that is streamlined and scalable to help you minimize the business impact of incidents within the infrastructure. As a result, our ability to significantly reduce and measure support costs on hundreds of thousands of incidents per year. has resulted in a significant reduction of users and key IT personnel having to perform support activities.
icorp assigns an account service coordinator who will carry out the following functions:
- Acts as liaison to the Service Desk (help desk) collecting service delivery metrics
- Presents periodic assessments to clients
- Suggests ways to improve service
- Human resources liaison
- Personnel performance appraisals
- Punctuality & Attendance
- Vacation Planning
- Feedback & Coaching
- Ancillary in recruitment and hiring
- Performs follow-up on the employee training programs
- Helps to ensure that contractual terms are fulfilled
icorp ensures uninterrupted service for clients by having on-call staff available to fill in when regular staff is absent due to rotation, training, sickness and/or vacations.
A coordinator oversees the on-call staff and administers the assignments for backup personnel according to the client's needs.
On-call staff provide the same level of service because they receive the same training that regularly assigned Service Desk analysts do.
icorp has a Quality Assurance unit that operates externally to its support operations which administers a QA program that continuously evaluates the adequacy and appropriateness of services.
It performs the following functions:
i. Call Monitoring
Fourteen criteria are measured when auditing recorded calls in order to assure that the Service Desk (help desk) is performing adequately and meets the standard of quality promised to the client.
- Percentage typically subject to audit : 2%
- Each analyst is audited at least twice
ii. Service Ticket Monitoring
When tickets are closed, some will be subjected to an audit where eleven criteria are measured in order to evaluate the service that is offered to users.
- Percentage typically subject to audit : 1%
- Each analyst is audited at least twice
iii. Satisfaction Surveys
These serve to help create an indicator of how users perceive our services so that we may determine where to improve and forestall possible complaints. They are regularly administered through email and by our service ticket system. They can also be done over the telephone if the client prefers.
Any complaints noted in the satisfaction survey are escalated to the account service coordinator or senior manager, depending on the seriousness of the complaint.
In accordance with the best practices of the ITIL framework, icorp has staff dedicated to Knowledge Management for our clients.
This is an optional service that integrates the following concepts:
- Root cause analysis for recurring problems or incidents
- Log generation and document control processes for those problem resolutions already recorded in the knowledge base.
- Documentation of support processes
- Measurement of tickets solved using documents in the knowledge base
This process assists the Service Desk (help desk) to increase the incidence of First Call Resolution (FCR) and, consequently, boost user satisfaction.
icorp has an yearly training program for personnel assigned to the Service Desk (help desk). The courses are administered in person or remotely, according to need:
a) Technical Training
- Windows XP/7/8 Environment
- Mac OSX Environment
- Microsoft Office
- Lotus Notes / Outlook
- Networking Concepts
b) Non-technical Training
- Customer Service in a Support Environment
- Business Writing
- Spanish / Portuguese
Evaluating job performance is an important activity done in the course of icorp operations. A well-defined process exists to perform monthly performance evaluations using criteria related to the fulfillment of SLAs, as well as internal processes and soft-skills.
These evaluations are supplemented with individual monthly feedback and coaching, where the results of the analyst (as well as those of the account service coordinator) are reviewed, and new goals and objectives are established.
ITIL is a collection of best practices for IT Service Management.
The Service Desk (help desk) function is described in the ITIL framework as a single point of contact between the user community and the IT service provider. The services we provide adhere to these practices using specific processes:
- Incident Management
- Change Control
- Problem Management
- Knowledge Base Administration
- New Software Release Management
- Service-level Administration
- Capacity Planning & Administration
The icorp Service Desk (help desk) is currently ISO-20000 certified, and the on-site and field support functions are in the process of being certified. This makes icorp one of the few businesses in Mexico that have this internationally recognized certification.
icorp also has more than 40 people certified in ITIL processes.
icorp can, according to client needs, report the key performance indicators (KPIs) that are necessary for the proper functioning of a user support organization, such as:
Measuring the perception of quality of service using satisfaction surveys that are administered and reviewed by the Quality Assurance unit.
Rate of incidents and service requests that are resolved during the initial call or contact. This indicator is very important since a high rate should translate into user satisfaction.
Rate of incidents and service requests that are resolved without involving specialized and higher-level support personnel.
Percentage of incoming calls that the user canceled before they were answered by the Service Desk (help desk).
A fundamental part of our contractual obligation to our Service Desk clients is the service-level agreement (SLA). It specifies the goals that must be attained for the different KPIs. These agreements are reviewed each month.
For the proper functioning of a Service Desk (help desk), it is necessary to have a technology infrastructure that is ready for the large volume of calls, and which has components that facilitate the continuous service in case of disaster scenarios.
icorp has a remote-enabled 2 support centers located in Queretaro city and Mexico City, with the infrastructure and processes necessary to provide world-class support for our clients.
Brand used: Avaya
- Simultaneous calls: +400
- IVR: Configuration of menus in different languages
- ACD: Automatic call distribution
- Recording of Calls: 98% of calls are recorded
icorp has software to monitor the metrics of the Service Desk (help desk), which generates a multitude of indicators coming from the telephony system in real time, such as:
- Wait time
- Call duration
- Abandonment rate
- Calls originated by Service Desk
The software has a powerful interface with the ability to share screens on-line among each of the analysts. This tool is WEB, which can be accessed on-line by our clients.
We can generate dedicated point-to-point MPLS links between our remote-enabled support center and customer installations. This allows us to link up with the client infrastructure for both voice and data.
For the purpose of data transmission we have symmetric internet links with sufficient bandwidth to support our clients' operations.
Telephone headsets of the highest quality are used. They employ advanced noise canceling technology so that users do not have to hear the background office noise.
Each analyst at the Service Desk (help desk) is assigned their own personal computer, specifically outfitted and made secure according the demands dictated by our clients.
We have implemented a formal process in order to maintain continued operation for our clients in case of disaster.
- Digital link failures
- Public telephone service failure
- In-house telephony system failure (PBX)
- Electrical outage
- Server failures
icorp has an alternate, twin support center located in Querétaro. It is outfitted with an infrastructure identical to that used in our support center in Mexico City. Both are linked together by a WAN and operate in tandem. In case of a disaster, the operations at the failing Support Center are automatically picked up and assumed by the other Support Center.
icorp uses an advanced telephony system coupled with support ticket software to properly track customer support activity. The software records each event that occurs during the resolution or processing of incidents and service requests.
For this, icorp uses Service Desk Plus from Manage Engine, who has adopted the best practices from the ITIL framework. This tool lets us measure all support activity—both the activity which occurs within Service Desk and Applications Support, as well as what occurs within On-site Support (2nd level) and Field Support.
Service Desk (help desk) uses this tool to monitor tickets from the time they are created to when they are closed, and documents each step that is taken toward the solution.
icorp accommodates those clients who already have their own support ticket tracking system. We have the experience to be able to integrate them into our model.
The Comments & Complaints unit is charged with managing any complaints and suggestions coming from clients who have contracted for any of our services. Complaints may be received by telephone, by email, through customer satisfaction surveys and informal chats, and during the monthly presentations.
Once a complaint is received, a formal process begins that covers the initial investigation, and lasts until a solution is found and the matter is closed.
This process is supported by the Complaint Management module of our qdoc application.
icorp has a Service Start-up unit that is charged with migrating the client's existing processes over to the icorp Service Desk (help desk). Once the transition is complete, service operations are assumed by the account service coordinator.
icorp has a process that promotes data security and confidentiality, and which strictly adheres to national laws regarding the protection of personal information.