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Outsourcing Help Desk Service for Al-Jomiah Shell KSA

Case Study For:
Shell KSA - Al-Jomiah
Shell KSA - Al-Jomiah
Solutions and Products
Business SolutionsHardware Technology
About Case Study

Challenges:

  • To provide second line technical support to internal customers, assisting
    them with hardware and application problems by phone, email, and face
    to face.
  • To escalate complex queries to the relevant team member or
    external support provider for resolution when necessary.
  • To deal with requests for user support from the helpdesk and ensure an
    efficient, customer-focused response is provided and a high quality of
    customer service is maintained.
  • To ensure that support calls are logged on the helpdesk system and
    resolved within SLA.
  • To provide assistance and support to the first line IT Apprentice. When appropriate
    guide, teach and advise where necessary and to be the point of escalation on helpdesk
    tickets.
  • To process all IT procedures relating to staff joining, leaving, or moving within the
    Association eg password, creation of email account, security access.
  • To be responsible for communicating effectively with third party
    suppliers to resolve issues and improve SLAs. Logging third line support
    calls, chasing when needed and acting as the point of escalation.

Solutions:  We have implemented all the aforementioned requirements and challenges through OrbScope.

https://orbscope.com/case_study/outsourcing-help-desk-service-for-al-jomiah-shell-ksa/

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