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What can our 24 x 7 International
Support Center do for your business?

The International Support Center (ISC) provides a single point-of-contact solution for your organization's IT support services while striving to positively influence the alignment of IT services to your business.

The ISC works to minimize disruption to your business by detecting incidents, capturing the detail, and resolving the issue at every possible opportunity. If the incident cannot not be resolved directly or immediately, the team will coordinate the activity required to restore services while recording information that will result in the timely resolution and future prevention of problems.

THE ISC PROVIDES 24 x 7 SINGLE POINT OF CONTACT SUPPORT FOR:

Help desk design, implementation, and operation
Help desk technology recommendations
Help desk assessments
Help desk support (24 x 7)
Desktop and network hardware and operations systems
Common off-the-shelf applications
Customer proprietary applications
Connectivity issues/User admin/Passwords
Network monitoring
Messaging Support

INTERNATIONAL SUPPORT

Location-based redundancy - The ISC staffs from US, Canadian, and European locations to ensure business operations do not experience network or telecom interruptions. The result is seamless support and tested and proven disaster recovery plans.

ALIGNING SERVICES TO SUPPORT YOUR BUSINESS

Many organizations struggle to align IT services to business objectives - to show performance measurements - not just workload measurements. Workload metrics are the basic statistics that IT uses to calculate headcount requirements and budgets. The number of calls, first call resolution targets, and abandonment rates all are important factors in the management of the workload. However few IT organizations understand how to align their organizations to support the company's business objectives. As a result, IT organizations attempt to do more with less and feel overworked and underappreciated. ISC Management can bridge that gap by providing great front line customer service - support the business objectives set forth by management, and create the processes to efficiently and effectively measure performance metrics.

BENEFITS OF THE INTERNATIONAL SUPPORT CENTER SERVICE DESK:

Manages and improves IT service on behalf of Business.
Provides a point of contact where customers can report incidents and obtain assistance with the use of IT services.
Accurately records information about IT incidents.
Coordinates activity to restore normal service within the appropriate SLA.
Supports the Problem Management process.
Provides management information about the performance and quality of IT services.
Provides operational support to the business.

IT SERVICE MANAGEMENT

Innovation and change are transforming business at an incredible rate. Businesses are harnessing the power of IT to create value in a highly competitive market. Businesses today rely on IT for all types of critical functions. The change in business has been echoed by vast changes in society. IT has become accessible to more and more non-IT people as PCs and Internet applications, such as e-commerce become increasingly accessible. An IT Service can be defined as a set of related functions provided by IT systems in support of one or more business processes. This service can be made up of software, hardware and communication facilities, but the users perceive it as being a self contained, coherent entity.

Providing this type of service requires a dedicated and focused infrastructure consisting of:

Hardware
Software
Communications
Documentation
Skills

Service Management is aimed at providing services that facilitate the achievement of corporate objectives and business goals in a timely and cost effective manner.

SERVICE LEVEL OPTIONS

The International Support Center provides customized, guaranteed service delivery options founded on both Performance and Quality.

ISC'S "BEST IN CLASS" SERVICE LEVEL OPTION
Average Speed to Answer	< 30 seconds or less
Service Level	90% answered < 60 seconds
Call Abandon Rate:	< 4% or less
1st Call Resolution:	95%
Email Response Time:	2 business hours
Voicemail Response Time:	1 business hour
Customer Satisfaction:	At least 4.25 on a 1-to-5 scale

ISC'S "STANDARD" SERVICE LEVEL OPTION
Average Speed to Answer	< 45 seconds or less
Service Level	70% answered < 60 seconds
Call Abandon Rate:	< 6% or less
1st Call Resolution:	85%
Email Response Time:	4 business hours
Voicemail Response Time:	1 business hour
Customer Satisfaction:	At least 4.25 on a 1-to-5 scale

For more information, please email: info@buchanan.com.

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