IT SERVICE DESK

THRIVE WITH AN EXCEPTIONAL IT SERVICE DESK

The Assurance Of The Best End-User Support Experience And Faster Resolution

As businesses become digital-centric, experience-driven, remote, and look up to technology to do it all at lightning-fast speed, can technical support lag behind? Constantly available IT support delivering speedier responses with a customer-first attitude can be game-changing and help you thrive in this new world. Yet, do you have the time, resources, and expertise?

Partner with HTC Global Services. We understand the strategic importance of IT today and why it needs to be supported around the clock. From tapping into economies of scale to accessing the best resources and expertise, with us, businesses across industries can now provide IT support they could not before, far faster, and more effectively. It’s time our qualified and experienced team become an extension of your IT team.

HTC Global Services, The Trusted Provider

HTC Global Services provides industry-leading Managed IT Service Desk services. Our expert IT support team can ensure 24/7/365 IT support for your IT infrastructure, including desktops, networks, and commercial applications. Our highly qualified resources handle any number of calls and take remedial actions during the first level of contact itself instead of escalating the issue to the next level. Also, with shorter wait times and exemplary service, we delight your end-users and ensure productivity.

Our deep experience and expertise in IT support management has powered us to remain flexible and agile and build tailored, impactful solutions that match your quality, time, and budget expectations. We offer flexible engagement models – onshore remote, offshore, and a combination of both – with well-established SLA agreements.

HTC’s IT Support Services

Application Support

  • Business, COTS, and Bespoke Applications

User Administration

  • User Provisioning/De-provisioning
  • Changes/Updates to User Profile, Settings
  • Account Unlock and Password Reset Automation Through Digital Agent

Hardware & Network Support

  • Desktop & Laptop Troubleshooting
  • Network Connectivity Issue
  • Network Share Access
  • Wireless Device Troubleshooting

Software Support & Peripheral Support

  • OS/Standard Software Issues – Windows & Mac
  • Drivers Installation
  • Performance Issues
  • Licensed & Unlicensed Software Installation
  • Printer Configuration and Related Support

Office Productivity Support

  • Microsoft 365 support
  • Google Workspace

Multi-Tier Support

  • Access Administration
  • Remote Desktop Support
  • Telecom / MDM Support

Miscellaneous Services

  • How To’s, General Questions, Enquiries, ITSM Related Issues
  • Basic HR, Finance or Applications Related Questions

Global, Omnichannel, 24/7/365 Tech Support

With a global scale and a strong partner network, HTC’s 24X7X365 Service Desk Support is an Empowered Desk that can handle complexities through shift-left activities that are typically done at Level 2 or Level 3 support tiers. Based on customers’ onshore, offshore, or hybrid delivery model requirements, the support desk offers:

  • Multi-tiered technical support
  • Multilingual support
  • Omnichannel support
  • Modernized and personalized support leveraging virtual assistants, mobile apps etc
  • VIP support
  • ITIL process management
  • Access administration and remote desktop support
  • Major incident management
  • Real-time personalized dashboards hosted on cloud

Less time spent supporting IT means more time for growing your business

Higher resolution at level 1 while offering a superior IT experience for your end users is our main focus. Made possible by our reimagined Service Desk based on Six Sigma and ITIL best practices that incorporate our own ITSM tool, with us, you can be assured of:

    • Quick call resolution
    • Omnichannel support
    • 24x7x365 support coverage
    • Qualified and experienced support staff
    • Flexible staffing pricing models
    • 30-35% reductions in operating cost
    • 35-40% volume reductions
    • More than 50% of the catalog items / workflows automation
    • Accelerate digital adoption by 30%
Less time spent supporting IT means more time for growing your business
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Faster Resolutions. Unparalleled Experiences.

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