Global organizations expanding into the South East Asian & Middle East region by starting operations in new countries or by way of acquiring companies in the region face challenges in aligning the regional IT operations with that of the HQ / parent company. Some of the most common challenges faced include:
- Alignment of IT Strategy with the HQ / parent company
- Investment on non-core IT operations
- Language barrier
- Governance issues
- Managing multiple vendors
We Speak Your Language
Immaterial of the fact whether your company is a regional media MNC or a global financial services provider, REALHelpdesk can support your staff with helpdesk services in the language they speak. Our helpdesk agent takes ownership for each contact and this ensures prompt, reliable support that aligns with your standards and expectations.
CorfuIT's REALHelpdesk Services team comprises of experienced technical personnel with sufficient helpdesk service training to meet exacting industry standards. Located in Noida. CorfuIT's 24x7 helpdesk offers ITIL-based incident management, including ticketing, third-party escalation, remote end-user PC support, and application support with customized service level guarantees. For each contact, the problem management process is based on proven ITIL methodology. Our robust processes and methodologies ensure that we maintain a healthy First Contact Resolution rate that directly results in high customer satisfaction.
We understand that not everyone requires a dedicated helpdesk team, which is why we have a shared Helpdesk services to provide our clients the support they need when they need it.
Real Helpdesk Features:
- Multi-channel Support: We offer multi-channel (phone, email and chat) helpdesk support that enable effective customer communications and interactions from multiple sources. We organize all incoming customer requests be it phone, email or chat and manage it using our in-house CRM system.
- Helpdesk reporting: We provide SLA performance reports and open and closed tickets for any given period in the customer activity table of the help desk reports.
- 24x7x365 Support: CorfuIT provides 24-hour-a-day, 365-day-a-year helpdesk support services.
- Knowledge database: We have a comprehensive knowledge database that includes causes & resolutions to incidents and problems that have occurred earlier. This enables our helpdesk agents to quickly refer to similar incidents in the past and resolve the issue quickly
The list of Asian languages we support:
English, Hindi, Gujrat, Telegu,Marti, Tamil, Arabic, Irish- etc.
- Over 50 Helpdesk Service agents providing support in 8+ Asian Middle East languages.
- Shared service capable of supporting small-scale operations. Shared model helps customers lower CAPEX, OPEX and simplifies operations
- Improves operational efficiency by bridging the barriers (multi-lingual support, understanding local policy and applying best practices) and gaps between any organizations' HQ, subsidiaries and affiliates
- 24 hour, 365 day coverage ensures extended support
- Ensures SLAs are met
- ITIL based framework and service delivery
- Standard enterprise contact center tools offering multi-channel support to manage our helpdesk operation.