Service Desk Services
Overview
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%.
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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.
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
