Our 24/7 Multilingual (European, Japanese, Chinese, French, German, Spanish & Italian) Technical Helpdesk services provide Level1, Level2 and Level 3 support services to users. The Level 1 services include Call Registration, Call Prioritisation, First Time Resolution and Escalation services. Level2 and Level3 include support through Remote Access, Patch Management, Application Support, etc. We also provide managed services for our clients’ entire IT requirement, which includes provisioning and maintenance of client’s software and hardware on a rental model. MSR also conducts surveys on behalf of the clients to capture the user experiences and gather user feedback, helping its clients in their continual improvement initiatives.
MSR’s network design is based on Ring Topology, ensuring redundancy at different points of failure. The service delivery is guided by Service Level Agreements between the clients and MSR, ensuring service availability based on industry standards, accepted internationally.
Examples:
- Percentage of all calls to be answered within a specific time duration
- Percentage of all calls allowed to go to the Voice Mail
- Percentage of calls where resolution has been provided at the first contact
- Agreed percentage of abandoned calls
MSR offers technical knowledge in following domains:
- Microsoft Operating Systems including - Windows XP, Vista, Windows 7
- Apple O/S
- Linux derivatives
- TCP/IP Network protocols
- Web browsers
- Wi-Fi Networking and connectivity protocols
Our experience with global companies and institutions help MSR technical helpdesk provide an easy transition from existing practices to the new service; allow scalability as mergers and acquisitions occur. We can also provide this service for project specific or short term needs including overload. If you would like to speak to someone regarding this service email: info@msrlimited.co.uk
Client Testimonial
Our challenge was to provide an easy way to maximise the use of our current support teams, expand our geographic footprint, and roll out a global first contact and technical helpdesk to users based in 150 countries, operating 24x7 and in user’s native language. MS Research provided an excellent value proposition that provided us this as well as lowering our user’s call costs by single point local contact points. We are delighted with the stability of the service achieved since the program started in 2008 and have found the communication and support offered by the MS Research team invaluable in resolving any issues promptly and helping to maintain and improve our service levels offered to users
Head of Group IT Services
BSI
British Standards Institute
