TAG's Technology Services Group provides Help Desk services by offering end-to-end solutions and a customer-centric approach that increases first call resolution, minimizes down time, reduces potential for future risks, and improves the overall end user experience. TAG’s integrated approach utilizes a methodology that includes performance metrics, engineering support services, process improvement, and quality assurance.
TAG’s Help Desk capabilities and experience are based on Help Desk Institute (HDI) and ITIL (Information Technology Infrastructure Library) methodologies.
TAG’s Help Desk services include:
- Application troubleshooting and support of site applications
- Problem Resolution workflow utilizing a streamlined escalation approach
- Delivery of day-to-day Tier 1, 2, and 3 service desk functions, including managing analyst, technician utilization, and monitoring of status trouble tickets
- Service Level Agreements (SLAs) development assistance for the user community
- Generation and delivery of service desk reports
- Seamless operational transitions and migration
- Process improvements for customer satisfaction