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

Global Management One
Optional Service

Help Desk

Our Help Desk service is an out-sourcing service that enables global centralization of the inquiry receipt.

TOTAL SUPPORT

TOTAL
SUPPORT

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.

GLOBAL SUPPORT

GLOBAL
SUPPORT

A multi-lingual support delivered by IT skilled operators all over the world.

QUALITY CONTROL

QUALITY
CONTROL

Global standard level for contact center industry (COPC-2000®) offers a high quality service.

VISUALIZATION

VISUALIZATION
 

Manage the records of customer’s inquiries and put it in a report, allowing a quick and accurate resolution.

Why out-sourcing?

Security measures

Security measures

Highly secured environment with a multiple gateway security and security training for the operators.

Standard certification

Standard certification

Retrieves ISO9001(QMS)/ ISO27001(ISMS) and operations are proceeded due to COPC-2000®.

Well-skilled operators

Well-skilled operators

Well skilled operators with a contact center professional education will support the inquiries from customers.

Optimization of the help desk operation

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 Features

Specification

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
Message function,
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.
Adobe PDF
Support service
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  

Language

English Japanese Chinese Thai Vietnamese Malay
Japan        
Korea        
China      
Hong Kong        
Taiwan      
Singapore      
Malaysia      
Indonesia        
Thailand      
Philippines        
Vietnam      
India        
Myanmar        

KPI

  Target Value Explanation
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 (%)

Related Resources

Related Services

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