Help Desk Solutions at
MDS has been providing custom Help Desk Solutions to Fortune 50 and 500 clients. We implement in-sourced, outsourced and co-sourced help desk systems that integrate seamlessly within an organization and yield superior results. 24/7/365 expert support – no matter what the time or issue is, our staff is available.
Help Desk Solutions
MDS has been providing custom Help Desk Solutions to Fortune 500 clients. We implement in-sourced, outsourced, and co-sourced help desk systems that integrate seamlessly within an organization and yield superior results. 24/7/365 expert support – no matter what the time or issue is, our staff is available.
Our engineers possess several technical certifications and are focused on providing an excellent customer service experience. We hire the right people, with the proper technical skills, and great communication skills to ensure our recipe for superior support.
Our clients find ease and reassurance in our MDS Help Desk processes:
Ticket Creation and Management
MDS will creates a custom portal which customers have access to on a global scale. Users can then submit tickets via email, web portal, or the desktop administrators can create tickets on the fly as well.
MDS details the number of metrics and key performance indicators via remote software. An example of tracked areas include: Tickets by Time of Day–Business Hours & After Hours, Tickets by Resolver, Average Tickets per Day, Average Time to Ticket Close, Average Time to Tech Accepting Ticket, & Average Log Entries per Ticket.
On-Call Support Management
MDS’s support managers are required to be on call 24/7/365.
We provide root-cause analysis, bug-fix isolation, and resolution. These corrective maintenance reports will then be prepared and distributed in a timely fashion.
When corrective maintenance activities are low, our team will analyze and proactively take steps to prevent potential problems for applications deemed critical.
MDS can oversee any changes initiated for new or changed processes, practices, or policies that affect the support team and that require support team members to understand, learn, and follow.
We carry out emergency repair of any system operation that does not comply with the current signed and approved system specification. This includes system errors, “hung” or halted screens, or unexpected results within the system that render it unusable for the purpose for which it was designed.
Assistance with Application Usage
MDS offers advice or education on how to use applications, including completing transactions and creating users.