Help Desk Services

We provide internal and external help desk functions with a single point of contact for your customers and/or users. We use state-of-the-art technology such as intelligent telephone systems, e-mail, facsimile, and web forms to implement a system of best practice for delivering first level or “Tier 1” helpdesk services and customer support programs.

We develop and maintain best practices in a knowledge base and are available to assist you to resolve repeatable problems quickly.

This approach:

1. Establishes a foundation for a Knowledge Management System to house information collected and experience gained from troubleshooting so that it can be documented and shared across the organization to resolve similar recurring problems or to identify root cause fixes that eliminate the problems completely.
2. Ensures each problem situation has only one clearly defined problem owner with clear accountability to manage the overall situation to an acceptable resolution.
3. Ensures that service levels are communicated to your organization and users.

Despite the fact that we focus on creating jobs for persons with disabilities, we do follow industry leading practices for self-service in our Help Desk and customer support environments. Our “Tier 0” helpdesk solution provides FAQ databases for self-help procedures. Interactions into our system are directed into a “search engine” of the database. A series of guided questions lead the customer into check-tests to dissect and analyze the problem, and offer the solution to correct it. If the FAQ does not provide the fix, the customer always has the option of speaking to a Tier 1 agent without having to disconnect and redial.

Our suggested Tier 1 technical solution provides skills-based routing for telephone calls, faxes, e-mails, text chats, Web call-back requests, and voice over IP calls. By directing the call into the contact center queue or “Automatic Call Distribution (ACD)” we are able to “control” the call so that simple menus can be selected to route the call into the appropriate measure for resolution. By selecting “password reset”, for example, the caller is directed to the best available skilled agent to assist the client on password reset. If the caller selects “printer malfunction”, an agent is assigned with the necessary experience to service printers. There is no limit to the number of skills that can be pre-programmed into the queuing system. Over time the system becomes more and more “in-tune” with the services required. This saves both time and money by reducing the total Tier 1 staff required and increasing first call resolution rates.

Tier 1 agents establish or open all tickets. If the problem can be resolved by the Tier 1 agent, the ticket is closed with the resolution details recorded. The Tier 1 agent, as part of his or her resolution process, incorporates the use of remote diagnostic tools. These tools allow the Tier 1 agent to control the customer’s PC and to run diagnostic programs that report on errors and recommended fixes. If the problem requires escalation to a higher level, (Tier 2 or 3) the ticket is sent to the appropriate technician for resolution. By insuring all trouble tickets are “opened” by our Single Point-of-Contact Tier 1 agents, any and all service requests are distributed to Tier 2 and 3 service technicians seamlessly. The customer places one request, either by phone, fax, e-mail or web-chat, and all directions regarding that request are issued by the Tier 1 agent.

The helpdesk function from AbilityOne offers the right mix of productive agents with state-of-the-art technologies to ensure a complete multi-channel solution. With appropriate tracking and standardized operational practices, our services improve your programs and resolution times.