Getronics Service Desk Outsourcing provides a proactive, omni-channel and multi-lingual Global Managed Service Desk which delivers round the-clock service and a consistent single point of contact. Each Service Centre provides remote management of users' machines and end-to-end Incident Management. Benefits include the following: 4 interconnected Global Service Centres (GSCs) in Spain, Hungary, Malaysia and Mexico + local help desks located in the UK, Belgium and Germany; Proactive / pre-emptive approach; Provide 1st, 2nd, and 3rd line support either on a dedicated or shared Service Desk; Over 1,300 agents globally providing 24x7x365 multilingual support covering 22 languages and More than 3.5M tickets yearly from our GSCs.
HPE Service Desk Outsourcing with eSupport provides IT support for enterprise clients' internal users through a single point of contact, with a personalized Web portal as the primary interface. This outsourced solution is integrated to help achieve productivity and efficiency, and to reduce the total cost of support. HPE Service Desk with eSupport is a comprehensive approach to delivering end-user support through a mix of proactive support, selfservice, analyst-assisted support, and advanced telecommunications and technology capabilities. This innovative platform provides a seamlessly integrated continuum of Levels 0-3 support to promote efficient use of analyst and end-user time and service, and an ability to meet and exceed service-level agreements (SLAs). The end-user portal is highly personalized to provide each end user with information that is specifically relevant to them and their workplace. HP's enhanced implementation methodology for the Global Service Desk with eSupport includes the development of Management of Change programs to address organizational culture and achieve the behavior shift that is critical to the successful adoption of eSupport. HP's focus on Management of Change, with programs specifically designed to accelerate the shift to eSupport, is unique in the IT services industry today.
