Customer Support Center

It is critical that organizations use quality cost-effective IT help desk services to assist their staff, customers, partners, and consultants. Many organizations do not have the management, personnel, facilities, or capital resources to provide internal IT help desk services properly. Consequently, providing quality technical support can quickly become a budgeting headache and a business nightmare. Halifax solves this business problem by providing a means to:

• Improve your customer service
• Lower your technical support costs
• Improve your business image
• Reduce your management headaches and
• Provide true single-point-of-contact (SPOC) accountability

When you outsource IT help desk support to Halifax, your organization benefits from our state-of-the-art IT resources and highly-qualified, experienced computer support technicians. We utilize proven processes and procedures that we have developed for all aspects of our help desk operation to ensure consistent quality and efficient trouble resolution. We understand that every minute of downtime impacts business productivity.

Each step in our service event process is designed to get end users’ issues addressed quickly. The Halifax Customer Support Center (HCSC) handles everything from supporting popular desktop applications to troubleshooting complex computer hardware problems. As such, calls are answered by live call center personnel and are therefore never routed to an automated system or third party answering service.

Focused on proactive planning, the HCSC works to prevent incidents before they happen. We follow industry standard practices to help our customers move beyond reactive incident management into request, problem, configuration and change management that drive higher levels of IT performance. Based in Harrisburg, Pennsylvania, our IT experts respond 24x7 to emergency IT support requests immediately, either in person or remotely.

We work with each of our clients to design a specific Service Level Agreement (SLA) to meet their particular support requirements. Support requests (web, phone, e-Mail, fax, and B2B connections) are reviewed and randomly monitored by Quality Assurance (QA) and account managers to ensure compliance with SLAs while searching for ways to consistently improve our HCSC. Regardless of the method of receiving a service event, all performance metrics will start at the time the event was received by Halifax.

Halifax is the right choice for IT help desk outsourcing:

HCSC Level 1 – Service Event Processing

• This team is the first line of customer interaction. Through a live Customer Service Representative (CSR), Level 1 will take all incoming requests, log all of the associated information in our internal ERP system and ensure they are routed to the correct specialist.
• Level 1 also acts as the point of contact for updates on service events and ensures both the customer and end-user are informed of status in real-time.

HCSC Level 2 – Service Event Management

• This department is responsible for all logistics and scheduling of a service event as well as resolving escalated service events.
• They are primarily responsible for ensuring that technician, part, and whatever form of technical support that is needed are coordinated to meet the customer requirements and the contractual SLA.

HCSC Level 3 – Technical Support

• Our Technical Support team provides support for over 500 different product types. This team is comprised of qualified customer service and support specialists, computer specialists and engineers with diverse backgrounds required to provide specialized technical support to customers. Currently the areas of focus revolve around IT troubleshooting, diagnostics, hardware, installations and setup with a focus on providing dedicated support.
• The technical support team has overall responsibility for providing technical assistance to the end user and to ensure their recommendations resulted in the correct first time fix for the customer issue.

The Bottom Line

Setting up helpdesk facilities, and maintaining and training a team of operators and managers is expensive, and is a real cost that lowers your bottom line on a daily basis; while, outsourcing is viewed as a deductible business expense. The HCSC provides your customers with round-the-clock support and dedicated customer service representatives, without the high costs associated with providing an in-house helpdesk.

You attract customers. We help you retain them, by providing dedicated customer support.