Today, IT environments in businesses are getting increasingly
complex to manage and the cost of supporting them has escalated
like never before. This is forcing large organizations to
seek the assistance of outsourced services for maintaining
their IT infrastructure. GECIS – IT Services offers
complete customer care for your employees and end-users.
This is done through cost effective offshore models and
consolidated support infrastructure for well-defined, customizable
services to meet your specific support needs.
GECIS – IT Services offers a cost effective and scalable
solution for outsourcing your technical help desk function.
We provide support on operating systems, devices, networking
and various popular desktop and business applications that
run the business environment. As we have access to the latest
information available on many hardware and software products,
we can help solve your end user problems promptly. Our Technical
Help Desk Services offer these powerful features and benefits
–
• Single point of
Contact – End users need to make just one call
for all support issues
• Multiple levels
of support – We offer multiple levels of support
through our established escalation process and ensure
solutions for all your technical support needs
• 24/7 service
– We provide round the clock service 24/7/365 and
customized hours for you to choose, based on your needs
• Multiple communication
channels - End users can reach us
through any communication medium-phone, web or chat-whenever
they need
us
• Problem analysis
- When end-users contact us for help, they are immediately
connected to a technical support representative to ensure
a prompt analysis of the problem. Whether the problem
is hardware or software related, we determine the source
of the problem and work to provide a quick and accurate
solution.
• Comprehensive reporting
– We not only commit to Service Level Agreements,
but also monitor internal metrics to reduce defects by
pro-actively following Six Sigma methodology. You get
real-time access to all reports and dedicated account
managers to service your needs.
Self Help
When users get stuck with “how to“ questions
while installing or using software applications, our Self
Help services come to their assistance by providing quick
solutions. Instructions are given in the form of simple
and easy-to-understand audio-visual modules. A self-healing
tools can also be developed to automatically rectify recurring
problems. These commonly occurring problems can be addressed
through the non-voice Self Help/Heal services. This improves
the efficiency of the Help Desk, and carries the advantage
of an underlying cost saving element. Our Self Help service
offers the following powerful features and benefits –
• Problem fixing
– resolves a user’s problem quickly and promptly
answers questions regarding installation or usage of s/w
applications.
• Easy to use –
has short and easy-to-search modules running on web browsers
or native players.
In our endeavor to constantly leverage technology for managing
IT infrastructure, we offer Software Distribution Services
for distributing and managing software and troubleshooting
end-user problems for distributed network of computers.
We also provide a repository of the existing software and
hardware deployed in your business. This helps you in planning
your future IT infrastructure and enables you to take wise
investment decisions. Not only does it minimize costly on-site
visits, but also provides you with greater control of users’
systems.
We also assist you in implementing software distribution
tools- with sound project planning and roll out, following
a Six Sigma-based tollgate-driven methodology. We provide
server administration and maintenance support on an on-going
basis to ensure smooth functioning of your IT infrastructure.
To address users’ support issues more promptly and
help you reduce on-site visits and support costs, we offer
remote Imaging services as well. Activities ranging from
new system installation to OS changes, which traditionally
used to require on-site visits, can be now done remotely
by skilled resources. Together with our Software Distribution
services, Imaging Services not only minimize on-site visits
but also provide you greater control of users’ systems.
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