CyberAdvisors provides end-user help desk support from our redundant service centers in MN and AZ. Calls are routed to the appropriately skilled analyst through our ACD phone system. Our technology and philosophy revolves around predictable, repeatable workflow processes which lead to increased end-user productivity and satisfaction. Cyber greets your employees in a timely and professional manner and uses top-of-the-line customer service skills to make them feel comfortable throughout the call.
Cyber 1st Level Help Desk Service includes gathering required or relevant information from customer, validation of information, basic troubleshooting and triage, answering basic "How do I" and "How to" questions. The Cyber analyst will attempt to resolve issues using acquired knowledge and experience and using readily available, industry standard tools and resources including reference guides, FAQs, on-line knowledge bases. Cyber 2nd Level services can be generally defined as escalating a service call from first level analyst to a second level analyst, advanced troubleshooting and diagnostics, initiating remote control (when customer has broadband Internet access and authorizes remote remediation), and/or shut down and reboot / restart or products.
Incident Management
CyberAdvisors' help desk follows the Help Desk Institute's industry best practices for "Incident Management Lifecycle" call/problem processing.
Cyber 1st Level Help Desk Suppot
Cyber Help Desk will provide call answering service/1st level trouble shooting service. Our analysts follow a defined call answering & logging script while utilizing a populated knowledgebase to resolve the incident at first point of contact. If the analyst can’t resolve the incident, an escalation process will be followed. This service is customizable to specialty applications. The Cyber Help Desk analyst typically spends ten minutes during the initial call to log all necessary information and troubleshoot before escalating to second-level support.
Cyber 2nd Level Help Desk Support
Once call has been escalated from a 1st level analyst to a 2nd level analyst, Cyber analysts follow additional defined call logging and troubleshooting scripts. While utilizing a populated knowledgebase and remote control capabilities, 2nd level certified analysts attempt to resolve the incident. If the Cyber analyst can’t resolve the incident, analysts will follow predefined call-end processes which could include escalation for on-site service or referral of customer to product manufacturer or software vendor.
Unresolved Call Process After 1st and 2nd Level Help Desk Support
Cyber Help Desk works with you prior to beginning your help desk engagement to determine the call escalation process beyond 1st and 2nd level support. This escalation may entail directing the call back to client internal groups, other third-party support companies or the hardware/software vendor.
Common Incidents For Callers To Help Desk Support Include
- Software/application related incidents on Microsoft, Novell and Citrix from the desktop level
- Printer-related incidents, mapping, drivers and connectivity
- Network-related incidents, log in and response issues
- POS issues
Examples Of Advanced Services
- Installing new software
- Re-storing files or backing up data
- Cleaning spyware or viruses off of servers/PC's
- New device set up (PC’s and peripherals)
Cyber defines a custom Service Level Agreement (SLA) to meet your specific support requirements. Support requests (calls, e-mail, and voice mails) are reviewed and regularly monitored to ensure compliance with Service Level Agreements and continuously improve our solution center services.
Incident Management Metrics/Service Level Agreements
- Average speed of answer
- Abandonment percentage
- Network related incidents, log in and response issues
- 1st call resolution
Reports
- Call center statistics, total number of calls, calls answered, average speed of answer, calls answered per interval, and abandon %. Information can be provided weekly and monthly
- Incident reports (calls taken) per day, week and month
Call Placing Progress
- Call comes into an 800 or local number, depending on the service procured
- Cyber analyst answers the call and follows a defined call answering/call logging script. A call will be logged in our incident management database
- Troubleshooting process begins
- If an incident is not resolved at first point of contact the customer receives a problem number and will understand the expectations