Available 24/7 in multiple languages
Do you have a multilingual user organisation? Is your organisation active in multiple time zones? Or does your own Service Desk have trouble offering 24/7 support? Our Global Service Centre offers a solution.
Within all organisations, there is an ongoing ‘tug of war’ between the need to provide support to the user community (including escalation support in the event of a Major Incident) and the significant cost of providing these services outside of core hours. To this end, Pink Elephant is pleased to offer a simple solution: offering a dedicated or shared Out of Hours Service Desk at less than the cost of your core hour Service Desk Analysts.
Based at our Johannesburg office, where a purpose-built Service Centre currently provides 24/7/365 support to our South African and offshore customer base, Pink Elephant has subdivided the floor space to allow companies of all sizes to experience superior customer service.
Pink Elephant’s Out of Hours Service Desk support can be provided – on a shared or dedicated basis – overnight, on bank holidays and during weekends, allowing your support teams to take a well-earned rest. The service will be configured to meet your requirements and to provide your customers with access to a Service Desk Analyst at any time of day. The shared service offers English as standard; our dedicated service offers multiple languages.
As you would expect from Pink Elephant, our Out of Hours Service Desk service is built on ITIL and SDI best practices. Using your current ITSM technology, or our in-house Cherwell Service Management tool, our Service Desk Analysts will log, troubleshoot and, where applicable, resolve your customers’ issues via a walk-through or via remote access (using integrated Bomgar secure remote support). Detailed reports of out of hours activity are then forwarded to your morning shift staff to deal with as necessary.
As our team become more familiar with your organisation, or with a solid assignment model from you, our Service Desk Analysts can also be deployed on a shorter-term to assist with backlog management, or as supernumeraries during normal operating hours if there is a need to optimise team sizes against available budgets.
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