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IT Support Service

L1/L2 Overflow Service

 

Overflow your excess tickets into the Vohkus Service Desk

 

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How to get started ?

Vohkus Overflow Services

 

Avoid the additional cost of employing more staff or training up your existing team. Vohkus Overflow Service seamlessly assimilates with your existing help desk team. This way we can help manage critical day time overflow and disaster recovery cover.   

 

The Vohkus Service Desk support team will be trained to replicate your current business processes and we will also work with you for more efficient changes. With this solution you will have access to a dedicated, highly trained team that can increase your service levels by providing your end users and clients with the support they require at this time. The cost reductions can be significant when compared with existing teams. 

IT Support Tiers:

L1 IT Support

Basic help desk resolutions and service desk delivery

Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement.

L1

L2 IT Support

In-depth technical support

Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1 resources.

L2

Examples on How We Can Help

Customer Service:

→ Call takin
→ Logging and assignment to client’s IT Department

1st / 2nd Line Service Desk Support:
→ Remote control of user issues
→ User Access
→ How do I?
→ Remote hardware and software installation

How it Works?

→ The technicians attempt to replicate problems and define root causes using product designs, code, or specifications.
→ Once a cause is identified, the company decides whether to create a new fix, depending on the cause of the problem. New fixes are documented for use by Tier 1 and Tier 2 personnel.
→ The technicians attempt to replicate problems and define root causes using product designs, code, or specifications.
→ Once a cause is identified, the company decides whether to create a new fix, depending on the cause of the problem. New fixes are documented for use by Tier 1 and Tier 2 personnel.
→Identify the predicted monthly call volumes, Min 3 month term
→ Vohkus receives PO for the 3 month committed volumes
→ On receipt of PO client onboarding document sent to partner or client to complete
→ Vohkus receive completed form from partner / client and is passed to service delivery
→ SDM will contact you to confirm receipt and onboard within 24hours (subject to demand)
→ Welcome Pack sent to partner / client
→ Service goes live, monthly activity report provided

From outsourced cloud infrastructures to eProcurement, managed IT solutions and IT support services, we’ve got a strong track record of driving down operating costs and creating more efficient ways of working.

Overflow Service Benefits

Cost Reduction

Improved end-user experience 

Faster turnaround on tickets 

8am – 6pm cover 

Seamless integration

Customer Service Experts