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IT Help Desk Outsourcing Support and Services Dubai, UAE

Utilize the services of a leading IT help desk outsourcing firm to gain access to cutting-edge technology, enterprise-level expertise, and skills, agility, and innovation. Outsourcing IT help desk support and facilities to a professional like IBT will free up a large amount of human capital, which can then be diverted to strategic activities, resulting in immediate value. Whether through email, phone, or chat, our IT helpdesk support renders an unmatched user experience as our professionals offer equal care to your patrons. They are highly responsive and have over 70% of the tickets resolved without involving managed service providers.

Our IT help desk solutions allow you and your employees to be home in time for dinner by providing various layers and levels of support during working hours, after hours, as well as 24×7 coverage. Your patrons receive expert assistance from our 300+ accredited Help desk practitioners as a genetic extension of your team while you celebrate birthdays, vacations, and weekends. If you seek IT help desk services, feel free to reach out to us.

Benefits of IT Help Desk Outsourcing

CUSTOMER SATISFACTION

If an IT help desk support is actively attentive, regularly supports customers, and goes above and beyond in providing specialized assistance, it can increase customer loyalty. By growing the number of repeat clients, this elevates the company’s targets and encourages business growth.

IMPROVEMENT IN PRODUCT QUALITY

Customers with issues, complaints, or general questions should contact IT support desks first. They must keep track of all complaints, types of complaints, and frequency levels in addition to being responsible for resolving these issues. They also report any problems or product defects to the improvement team for investigation. As a result, outsourcing the IT help desk is critical because it serves as the primary source of input for the team, allowing them to work more efficiently and improve its quality.

IMPROVEMENT IN PRODUCTIVITY

In addition to reporting complaints, an agency that offers IT help desk services also perform complaint administration and mediation. We have processes in place, such as a complaint ticketing and tagging system, to monitor and direct complaints to the required resolution centers. This provides even more transparency, reduces workplace uncertainty, and cuts down on time it takes to solve the issue. Both of these factors lead to a decrease in operational time and improved efficiency.

COST SAVING

A method is only worthwhile to introduce if it can save the business money in the long run. Managing a help desk necessitates increased HR, software, and hardware investments, further resulting in significant costs. These costs are offset by a higher absolute return when you partner with IBT, which includes improved performance, product quality, customer loyalty, and more. Furthermore, by offering real-time input on product or service problems and operating as a customary resolution center, you save money on post-release reviews and the time wasted by professional participants on lower-productivity tasks.

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About Our IT Help Desk Solutions

Client retention is our primary goal. IBT provides IT help desk solutions by observing each call 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.

  1. Incident and service request administration while practicing proper categorization and prioritization codes.
  2. Through our IT help desk outsourcing service, you receive assistance for computers, laptops, mobile and network devices, servers, storage, and more.
  3. Support for MAC, Windows, and Linux operating systems.
  4. IT help desk solutions includes providing resolution of incidents and service requests as swiftly as possible.
  5. Escalation of incidents and service requests that cannot be settled within accepted timelines.
  6. Service asset and configuration management, knowledge management, and change management.
  7. Web-enabled customer portal to generate new service tickets and watch the status of existing requests and incidents.
  8. IT help desk outsourcing service provides monthly performance reporting outlining all service exercises, response times, and SLA compliance.

Our Semantic Approach to IT Helpdesk Support

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, a reputable IT help desk outsourcing company, provides absolute transparency to its clients, empowering them to access their customer portal to inspect their tickets’ status at any point in time.

  • New Service Request

    The end-user details a problem by phone, online form, or email, directed to our IT helpdesk support.

  • Processing

    The recorded problem is entered into and followed in our ITL-based ticket management system through a unique service ticket number.

  • Acknowledgement

    The user gets an email notification about their service ticket number, intimating that the problem has been received and logged.

  • Prioritization

    The ticket is allocated a preference based on the special type of problem that is met and the supposed impact that this problem will have on the customer’s business.

Adopt digital and advance your customer service delivery to distinguish yourself in the business. Our IT helpdesk outsourcing services present you with the right blend of people, processes, technology, and IT help desk solutions to promote your business goals.

  • Assignment

    IBT routes the ticket to the best support to manage the problem in the most expedited way.

  • Customer Updates

    The user gets email notifications on the progress of the resolution as the professional works to settle it.

  • Problem Resolution

    The problem is settled, and the professional records note on actions taken to settle the issue and how to limit the issue from reoccurring in the future. After the service desk manager analyzes the ticket and resolution data, the ticket is closed, and the user is informed of resolution.

We evolve and support your contact center to deliver an outstanding customer experience. We take charge of the design, build, and conduct of your customer experience solutions so you can converge on your core business.

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