Global Management One
Our Help Desk service is an out-sourcing service that enables global centralization of the inquiry receipt.
Provides a centralized inquiry reception for IT inquiries such as operation procedures of PC or applications.
Inquiries are received either from the IT department or the end user.
A multi-lingual support delivered by IT skilled operators all over the world.
Global standard level for contact center industry (COPC-2000®) offers a high quality service.
Manage the records of customer’s inquiries and put it in a report, allowing a quick and accurate resolution.
Highly secured environment with a multiple gateway security and security training for the operators.
Retrieves ISO9001(QMS)/ ISO27001(ISMS) and operations are proceeded due to COPC-2000®.
Well skilled operators with a contact center professional education will support the inquiries from customers.
Optimization of the help desk operation
There is no need for preparation of human resources or operation location by the customer. By using the resources of NTT Communications around the world, optimized operation is available.
A continuous quality improvement based on quality visualization and customer satisfaction survey.
|Service Name||Target||Software/ application version|
|Standard Desktop Support||Windows OS (Win 7, 8)||Windows OS (Win 7, 8)|
|Microsoft Office||Microsoft Office, 2010 & 2013 Standard version (Microsoft Email Outlook, Excel, Word, Powerpoint)|
|Exchange, Office 365
Outlook 2010 & 2013 settings
|Microsoft Email Outlook 2010 & 2013 Standard version|
|Resetting, invalidation, registration of password||Active Directory|
|Antivirus (Norton & Symantec, MacAfee, Trend Micro & Kaspersky.)||Norton 360 version 4.0 - 2014 (latest model)|
|Norton Antivirus version 2007 - 2012|
|Norton Internet Security 2007 - 2012 , scan, program update, virus delete|
|McAfee Virus Scan Thin Client version 6 & 6.1, McAfee Virus Scan Enterprise + Anti Spyware Enterprise Module version7.1, McAfee Virus Screen, McAfee Threat Scan version 2.0, 2.1 & 2.5. Trend Micro Anti-Virus 2010 - 2012 Initiate Scanning Process, Running Updates Kaspersky version 2010 - 2014 PC Scan, Kaspersky Internet Security, Kaspersky Anti-Virus.|
|Standard Adobe Reader version 10.0 - 11.0|
|Internet browser (IE, Firefox & Google Chrome) support service||IE – 9 or higher|
|Firefox - Version 25 or higher|
|Chrome - Version 36 or higher|
|Smart phone Email function & password setting||Android Jelly Bean 4.1 or higher|
|iPhone iOS 7 or higher|
|(Operation will be handled due to the customer's manual)|
|Standard Application Support||SAP, Microsoft Dynamics 2013||Setting of SAP GUI (Graphical User Interface) to the user’s desktop|
|Resetting, invalidation, registration of password for user’s application|
|Request routing due to the user’s service order|
If the support period of the customer’s device/software ends during the contract, all the support will be done on best-effort. It will be excluded from the KPI.
Reception Time and Available Language
|Local Business Hour||
|Phone call response ( within 90sec) (%)||Over 80.0%||The rate of the responded called within 90 seconds|
|Unresponded calls(%)||Under 7.5%||Responded calls/ Unresponded calls (%)|
|Email response (within 6 hours) (%)||Over 80.0%||Responded emails within 6 hours/ Received emails (%)|
|Rate of recovery (phone call inquiry) (%)||Over 80.0%||Recovered phone call inquiry within 2 days/ total number of phone call inquiry (%)|
|Rate of recovery (email inquiry) (%)||Over 80.0%||Recovered email inquiry within 7 days/ total number of email inquiries (%)|
|Escalation rate (%)||Under 20.0%||Upper tier escalated ticket/ total recovered ticket (%)|
|Primary inquiry resolution rate (%)||Over 80.0%||Primary inquiry resolved ticket/ total number of recovered ticket (%)|