Network Management and Support Services

In an ever fluctuating IT environment, many organizations are finding it increasingly difficult to keep their human resources in step with the latest technology demands and still maintain a grasp on their core competencies. Mission critical time and effort, originally focused on specific areas of expertise, are instead diverted to recruiting, retraining, and restructuring while normal business functions bear the burden.

It is no wonder that, with so much at stake, the concept of outsourcing Help Desk functions becomes a more appealing alternative. Outsourcing simply enables you to leverage the expertise of the IT industry so you can focus on what you do best.

The following is a brief description of MDS helpdesk services offered.

NEEDS ANALYSIS

MDS will conduct assessments of either current helpdesk operations or new helpdesk solutions. Call Center requirements, number of engineers, and hours of operation will be determined using the Help Desk Institute (HDI) best practices. Policies and procedures will be designed from the ground up for each client.

HELPDESK IMPLEMENTATION

Companies requiring helpdesk services can rest assured that MDS will implement a solution with minimal disruption to the workflow of users. All training related to the transition is performed by MDS.

SERVICE LEVEL AGREEMENTS

MDS and the client will work together to develop service level agreements based on staffing, call load, and any other business-specific needs that arise. Our team is flexible, open to task customization, and dedicated to providing the right level of service for each organization.

ISSUE OWNERSHIP

Once a service call has been placed, the MDS helpdesk will take ownership of that problem through resolution. In many helpdesk environments, issues that are passed off to outside vendors or technical support departments are left without further follow-up. MDS will continue to monitor escalated issues and keep users informed every step of the way.

AUTOMATED TRACKING

MDS will track all service calls through an automated system of the client's choice and implementation. MDS can also recommend and install new call center software solutions.

PERFORMANCE METRICS

MDS provides useful data for performance of service functions including response times, resolution times, user demographics, and other relevant issues. This information is used to verify and ensure that service level agreements are being met.

ONGOING REPORTS

MDS adds value to client operations by identifying trends and making ongoing recommendations. Detailed call tracking, information regarding common problems and solutions, top callers, and most frequently reported issues enable MDS to identify areas of improvement and end-user training needs.

KNOWLEDGE MANAGEMENT

No helpdesk is immune to employee turnover. The key to helpdesk success is in rigorous knowledge management. MDS documents all aspects of operations at each helpdesk location. Common problems and solutions, installation procedures, frequently asked questions, and policies and procedures are all kept in a physical and electronic binder. This allows new members of the helpdesk or those engineers providing vacation coverage to quickly learn the client's environment. Impact of staffing changes is minimized and end users experience no lapses in both service delivery and quality.

USER SATISFACTION

At each helpdesk location, MDS distributes and collects customer satisfaction surveys. Users receive an opportunity to comment on our performance after every service call. Feedback is evaluated, not only by local helpdesk engineers, but also by MDS senior management. Suggestions for improvement are reviewed and adopted whenever possible. Users who express concerns are contacted and corrective action taken.

MDS TECHNICAL RESOURCES

Whenever needed, MDS helpdesk engineers have access to the experience and knowledge of the entire Adams organization. Network engineers with the most prestigious of industry certifications are only a phone call away in times of emergency. MDS also has preferred partnerships with technology's major vendors. No MDS helpdesk operates in isolation from the senior engineers or senior management of the company.

PROJECT MANAGEMENT SERVICES

When large rollouts or projects are required, MDS can supplement its helpdesk staff with additional engineers and project managers. Our ability to meet client needs ensures IT goals are achieved quickly and effortlessly (for the client). From design to implementation, complete solutions are available.