 |
 |
|
“PAI is an integral part of our
infrastructure. They understand what it means to be a partner, not just a service provider.”
Mike Shisko
Director I/T
Hitachi Consulting
PAI Client since 2001
|
|
 |
|
Statements like these from our customers aren't the exception.
They're the rule.
That's because Productivity Associates Inc. (PAI) has been helping businesses like yours
solve their IT needs by achieving cost-and-time-saving efficiencies. We can help you do
the same with services like Acteon Service Desk Solution… |
|
|
|
ACTEON - OUTSOURCED SERVICE DESK SOLUTION
Help Desk Service Description
Built as a strategic help desk outsourcing service, Acteon is an advanced help desk
service featuring a proactive support method, designed to be adjusted to meet a
client's individual needs in order to achieve the company's strategic goals. We do
this through specially designed help desk best practices, a more thorough
customization practice and more active management of multiple processes.
This may involve learning proprietary programs or setting up VPN connections to allow
our help desk specialists access to networks or databases. It may mean warehousing
laptops for distribution to a growing sales force. It always means building workflow
processes to expedite action on any help desk support related issue in the most
efficient manner.
Bottom line-an Acteon customer knows they can ask PAI's help desk services to take on
tasks both inside and well outside the range of a standard help desk solution. Your
company's specific IT needs can be fulfilled underneath the Acteon Outsourced Service
Desk umbrella, for a fraction of the cost or responsibility of fulfilling these same
needs in house.
PAI's Acteon Outsourced Service Desk Solution provides 24/7 help desk access for a
company's computer users to call for almost all computer support questions, problems
or requests, including application and operating system questions, printing problems,
hardware issues and general diagnostics problems… end user related help desk support
issues are handled effectively and efficiently by PAI's help desk.
In addition, with high service and built in guarantees, Acteon Outsourced Service
Desk is a robust help desk outsourcing solution and a completely low risk proposition,
where you retain firm control of the outsource relationship yet let go of the
responsibility.
Features
Different needs require different solutions. With a client-specific manager at PAI
working closely with a management liaison on the customer's side, specific IT
needs will be identified and appropriate IT solutions will be provided.
With Acteon, PAI will manage even the most hands on IT requests, providing solutions
in a more cost effective manner than doing so by hiring internal help desk specialists.
Acteon's standard help desk features include:
| • |
24/7 help desk access |
|
| • |
Personalized call answer |
|
| • |
Fully licensed use of PAI's RHESolution system, including self help and ticket submittal |
|
| • |
Access to advanced technologies including: call scripting, knowledgebase and remote
control of PC's from our call center. Other technologies (e.g. VPN connectivity, telephone
system customization, data handshake, etc.) are available depending on service requested*** |
|
| • |
Detailed metrics regarding service provision, and end-user satisfaction reports
generated for each call/incident |
|
| • |
PAI guarantees short answer times |
|
| • |
PAI guarantees an 85% first call resolution rate for all calls of opportunity |
|
| • |
PAI troubleshooting applies to any and all products and problem types mutually agreed to |
|
| • |
Low risk business terms, and firm control of the outsource relationship on your side. |
|
|
|
