End User Service Desk

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Nova offers a 24/7/365 End User Service Desk.

Let NOVAcare provide the day-to-day Service Desk (Often called Help Desk) and improve your employee’s productivity by quickly dealing with their issues and service requests.

NOVAcare End User Service Desk is offered through 5 methods:

  • Telephone troubleshooting and assistance
  • Online and chat/email troubleshooting and application assistance
  • Remote Desktop Support
  • Automation
  • Escalation to appropriate resources for remote or onsite resolution

Nova’s highly skilled End User Service Desk specialists and state-of-the-art technologies, such as a rich knowledge base and automation, assure fast response, personalized support and happy employees. Our Help Desk services are often combined with other NOVAcare Managed Services to capitalize on proactive trend analysis of performance and availability of systems being monitored, rich analytics and reporting; resulting in enhanced capacity planning and root problem resolution.

What’s Included?

  • Highly trained and certified support staff
  • Guaranteed 80%+ First-Call Resolution
  • Guaranteed 90%+ Customer Satisfaction
  • Guaranteed 98% calls answered with 30 seconds and less than 5% abandoned calls
  • Call and ticket reports including analysis and trending
  • Local number or your own 1-800 number support
  • Skills-based Routing
  • Flexible support hours
  • Rich Knowledge Base and Search on the Client Portal
  • Complete Service Catalogue and Service Request Fulfillment on the Client Portal

Benefits

  • Improved performance, availability and security
  • Cost containment and reduced Total Cost of Ownership
  • 24/7 access to expert application resources
  • Allows you to focus on your core business
  • Leverage industry expertise – not on your payroll
  • Improved employee productivity
  • Single point of contact and end-to-end problem ownership
  • Immediate access to ITIL process discipline
  • Compliance with security laws and standards
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