Select Language : English 日本語

Americas

Brazil: English / 日本語 / Português do Brasil
United States: English

Europe, Middle East, Africa (EMEA)

EMEA:
(Belgium, France, Germany, Netherlands, Spain, United Arab Emirates, United Kingdom)
English / 日本語 / Español / Deutsch / Français
Russia: English / 日本語 / русский

Asia Pacific

Japan(Business): English / 日本語
Japan(Residential): English / 日本語
Australia(NTT Com ICT Solutions): English
Mainland China: English / 日本語 / 簡體中文
Hong Kong & Macao: English / 日本語 / 繁体中文 / 簡體中文
India: English / 日本語
Indonesia: English
Korea: English / 日本語 / 한국어
Malaysia: English
Philippines(DTSI): English
Singapore: English / 日本語
Taiwan: English / 日本語 / 繁体中文
Thailand: English / 日本語
Vietnam: English / 日本語
cmn_ic_service-kobetsu_op

Super Help Desk

Multi-Lingual

Multi-lingual help desk Providing support in Japanese, English and other Asian and European languages.

Multi-Vendor

Third party system integrators and PC makers are supported.

Multi-Skill

A single operator can handle multiple issues, increasing efficiency.

Service Overview
Features & Benefits
Details
Case
Brochure・Case Study
Pricing

This is our globally available, outsourced help desk service, providing a one-stop contact point with multi-lingual support that handles ICT-related inquiries from system administrators, as well as end users.

image of Super Help Desk service

IT-skilled, multi-lingual* staff always available
IT-related inquiries are handled in multiple languages* by local staff in each country.
*Japanese, English, Chinese, Thai, Vietnamese, Indonesian, Malay, Korean, German, French, Spanish, Finnish, Italian, Russian, etc.

One-stop contact point (SPOC) solves it all
Single point of contact (SPOC) for IT support ranging from network to business applications.

Unified service delivery methodology ensures globally consistent quality of service
Quality can be improved by sharing problems, planning and implementing solutions and measuring resulting effects based on the concepts of COPC2000-OSP and ISO27001 standards.

registered trademark of COPC Inc. COPC is the global standard for quality assurance formulated focusing on contact center operations based on the criteria and framework of the Malcolm Baldrige National Quality Award, which is the US's national business quality award.

Please see the following specifications.

Items Specifications
Contact channel Phone/email
Support hours 24 hours/365 days, during local business hours on weekdays
Languages Japanese, English, Chinese, Thai, Vietnamese, Indonesian, Malay, Korean, German, French, Spanish, Finnish, Italian, Russian, etc.
Reporting Report on number of calls and handling history
Reporting available in Japanese or English.
Major supported services Communication infrastructure
  • Handling inquiries and troubleshooting for Arcstar UCaaS, and TV/Web conferences
Client PC
  • Handling inquiries about operating methods for PC, smartphones, and tablets
  • Receiving calls on problems, interviews, primary isolation, and vendor arrangement for PC, smartphones, and tablets
Commercially available software
  • Handling inquiries and troubleshooting about operating methods for MS Windows and MS products for consumers
  • Handling inquiries and troubleshooting about operating methods for antivirus software for consumers
Cloud computing
  • Handling inquiries and troubleshooting about operating methods for various cloud services (Office 365, Lync, etc.)
Custom software/systems
  • Handling inquiries about operating methods (based on manuals)
  • Receiving calls on problems, interviews, primary isolation, and vendor arrangement (based on manuals)
  • Password reset (based on manuals)
Networking
  • Receiving calls on problems, interviews, primary isolation, and vendor arrangement (based on manuals)

Area of Service

Countries contracted to use this service: U.S, U.K, France, Germany, Netherland, Belgium, Spain, Singapore, Thailand, Malaysia, Korea, Hong Kong, Australia, Brazil, Japan.
However, access to Super Help Desk is essentially available whenever, wherever there is PSTN access.

CS surveys(Customer satisfaction survey)

We would like to ask cooperation for customer satisfaction survey to establish service level of our helpdesk service.
We will drive quality improvement based on your advice, comments and requests you may have.

Case 1: for Company A

image of case study (Case 1: Help Desk for Company A)

Services

  • Operational support for business applications including Office 365
  • Failure reception
  • AD registration, etc.

Features

  • Assist local employees in English
  • Improved convenience for customers with a one-stop contact point handling inquiries and specific tasks about Enterprise Cloud, Office 365, and AD

Case 2: for Company B

image of case study (Case 2: Help Desk for Company B)

Services

  • Operational support for business applications including Office 365
  • Failure reception
  • Handling password initialization

Features

  • Assist local employees with multi-lingual support
  • Remote support with remote login
  • Analyze trends of inquiries and CS in each area for an overall improvement

Brochure Download

Super Help Desk Brochure

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Please contact us for details about the fees.

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