IT Help Desk Outsourcing Support and Services in Dubai & Abu Dhabi, UAE
Through email, phone, and chat, our IT Helpdesk renders an unmatched user experience because our professionals care about your patrons as much as you do. Calls are responded in the first minute, and 70+% of the tickets are settled without MSP involvement.
With multiple layers and levels of support available during working hours, after hours, or 24×7 coverage, our IT Helpdesk enables you and your staff to be home in time for dinner. While you party birthdays, vacays or weekends, your patrons receive expert support from our 300+ certified Helpdesk professionals as a genetic extension of your team.
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WHAT WE DO
Client retention is our primary goal. IBT closely observes all calls to ensure your patrons receive the level of support and care they expect. We know that your firm has strived diligently to forge a partnership with your customer. You can rest assured knowing that your support requirements are in the hands of experienced certified masters.
- Incident and service request administration while practicing proper categorization and prioritization codes
- Assistance for computers, laptops, mobile and network devices, servers, storage, and more
- Support for MAC, Windows, and Linux operating systems
- Resolution of incidents and service requests as swiftly as possible
- Escalation of incidents and service requests that cannot be settled within accepted timelines
- Service asset and configuration management, knowledge management and change management
- Web-enabled customer portal to generate new service tickets and watch the status of existing requests and incidents
- Monthly performance reporting outlining all service exercises, response times and SLA compliance
Our Semantic Approach
All IBT tickets are tracked and observed for stringent adherence to contract service level agreements (SLA). IBT’s SLAs specify response time requirements for recorded issues as well as escalation timeframes based on preference levels. IBT provides absolute transparency to its clients, empowering them to access their customer portal to inspect the status of their tickets at any point in time.
Adopt digital and advance your customer service delivery to distinguish yourself in the business. Our IT Helpdesk Outsource Services present you with the right blend of people, processes, and technology to promote your business goals.
We evolve and support your contact center to deliver outstanding customer experiences. We take charge of the design, build, and conduct of your customer experience solutions, so you can converge on your core business.