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
