The anytime, anywhere IT support your employees need
Take a significant workload off your in-house IT staff with our service desk solutions. By outsourcing your everyday IT support, you free up critical resources to focus on more complex business tasks while gaining access to industry best practice tools and processes to reduce incidents and increase employee satisfaction.
Service desk provides the technology, expertise and people to deliver the IT support that your employees and customers need. Calls are automatically routed to the people with the right skills and remote management tools to resolve them quickly.
Our commitment to best practices includes:
- ITIL V3 compliance and ISO 20000:2011 certification
- A strong Lean Six Sigma BPI focus
The ITIL framework serves as a set of guiding principles to link the work of the service desk with the rest of the IT delivery organization, with a strong focus on continuous improvement. This ensures all TELUS International practices work efficiently and cost-effectively in conjunction with your business and IT environment.
Service desk responsibilities:
Case in point: Based on 156,000 annual service desk interactions via voice, chat and email for one large telecom client, we:
- Surpassed FCR goals, hitting 87%
- Exceeded CSAT targets, hitting 99%
- Achieved a Quality Performance score of 95%