How to turn reactive customer experience into proactive

How to turn reactive customer experience into proactive

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Service Desk Services

Infosys BPM’s Service Desk Practice is ITIL V3 Complaint Intelligent Service Desk, with end-to-end ownership of tickets, persona based support, prioritized support for VIP users, Shift-Left model with increased resolution at IT Service Desk, Infosys BPM automation platform & self-heal to automate top issues, analytics-driven problem management, and improved accountability by providing the status updates to the end users on the tickets until closure.


Why us?

Infosys BPM enables Best-in-class IT Service Desk operations- Next-Gen Tools. We are equipped with:

  • Smart user environment, where the number of calls to the IT Service Desk is up to 20%.
  • Robotic Process Automation

    – Where we reduce ticket resolution time thereby increasing agent productivity.
  • Self-Heal

    – With our proactive monitoring of user device performance and proactive self-heal, we help reduce the average handling time, thereby reducing the number of calls to IT service desk.
  • Problem Analytics

    – With the help of recurring incidents and pattern, and training need analysis, we help increase first call resolution as well as the average speed of answer.

Redefine end-to-end customer experience


How do our Help Desk Services Deliver Value?

We provide end-to-end help desk services through

  • SPOC of contact for IT users
  • End to End Ownership
  • Incident Management
  • Request fulfillment
  • Channels of support (Phone/Email/Chat/Web)
  • 24x7 support

Network, Messaging & Remote Desktop Support

  • Windows/Mac OS support
  • Anti-Virus support
  • VPN Troubleshooting
  • Virtual Meeting Room
  • Email support
  • Wired/Wireless internet connection
  • Share point
  • Smartphone support: application installation, configuration synchronization issues
  • POS (Point of Sale) support for serial port adapter terminal error etc.

User Administration

  • Profile management (setting up, modifying)
  • Application security fulfillment
  • Access management
  • Account Unlock/Password reset

Automation through Robotic Process

  • One-click automation using smart user environment for a password reset
  • One-click automation using smart user environment for account unlock
  • Categorization of users into personas to enable personalized services
  • Enhanced user experience leading to better adoption of the self-service portal
  • ~20% improvement in customer satisfaction
  • Knowledge dashboard with most viewed/used knowledge articles
  • News on Knowledge Dashboard to keep the user up to date about important IT updates
  • Workflow for most used articles in the backend to ensure maximum self-service at all times
  • ~20% reduction in calls through increased usage of the portal
  • ~30% increase in self-resolution through better knowledge base usage
  • ~25% Increase in customer satisfaction
  • ~20% of Incidents reported through Chat indicates higher adoption of chat as a channel
  • Service request form auto-populated to reduce the number of clicks
  • A detailed description of service enables better clarity and searching features for the business user
  • Asset record automatically updated when hardware asset is requested
  • Identify the frequently occurring issues, patterns and related trends
  • Focus on high impact apps for problem management, possible automation areas
  • Identify common issues/problems across applications
  • Prevent common causes of multiple application failures, related tickets

Chatbots – Natural Language Understanding based interface

  • Infosys BPM has developed iNteract, a Virtual Assistant/Chatbot solution which enables conversational speech/text interactions leveraging the capabilities of Natural Language Understanding
  • Automate even complex requests that are routine in nature
  • Switch to human assistance when and if required

Request for services

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