New Horizon offers various applications to support the help desk functions targeting a wide range of help desk needs. Help desk makes it easy for the customer/user to receive help on various computer related issues, through providing them single point of contact. Customers can contact the help desk via toll-free number (0800-28947) , and email ( firstname.lastname@example.org ). There are also in-house help desks geared toward providing the same kind of help for employees only. The requests sent to the help desk are managed through help desk software such as an issue tracking system , which allows them to track user requests with a unique number.
New Horizon's Help Desk provides the users a single point of contact, to receive help on various IT related issues. The help desk typically manages its requests via help desk software (CRM), which includes as an issue tracking system, that allows them to track user requests with a unique number. There are many software applications to support the help desk function but New Horizon uses one of the most reliable application i.e. CRM.
To resolve the issues of the customers keeping the best practices in view, New Horizon has standardized the levels of escalation which helps the customers to get the best services for their IT Infrastructure. To satisfy customers with the quality & level of services provided by New Horizon the complaints are escalated automatically if they cross defined timelines.
New Horizon's primary objective is to provide customers with highly effective and quality customer relationship management services designed to answer the corporate needs for organizational efficiency, productivity, growth and profitability.
New Horizon aims to provide its clients with real solutions to help them adapt to the rapidly changing environment of the technology industry. New Horizon provides a complete line of total lifecycle support services designed to complement the needs of technology driven companies that add value to their business operations, products and services.
People at New Horizon help desk are dedicated to enhancing customer productivity by providing superior technical support and coordinating customer support efforts with other production groups. We focus on our customers by delivering high-value customer support services and by fostering teamwork and continuous improvement in everything we do.
Help desk support is ideal for full featured formal or informal interaction requiring skills-based routing and response. Under the proposed support additional features and benefits include:
- Increasing caller satisfaction through enhanced customer care based on 3 core values of accuracy, speed and customer satisfaction with our services.
- Trained staff for first level handling of calls and identification of problems.
- Training of staff is done in both communication and technical areas.
- Proper logging of the call and assigning of ticket number.
- Ticket follow-up and escalation process
- On the basis of the logs summary, reports maintenance on weekly and monthly basis. These can be used for future reference, client's information and audit.
- Support has automated application named CS application to provide first level information and inquires. The application also records and tracks the data/information online.
- Second level support is certified and further qualified for complex technical situations
- Support personnel can also be sent to site in case of critical onsite support requirements.
- New Horizon customer support manages acknowledgement of solution, confirmation and identification of problem.
- Customers get informed via phone or email of the solution in a minimum time as per New Horizon Computer support guidelines.
- All the efforts to link with vendors, access and escalation to second level support is managed by New Horizon customer support very effectively and efficiently.
- To keep consistency in quality of our support services to our valued clients, performance monitoring and review on monthly basis is performed consistently.