Helpdesk
At INOV Cameroon, we believe great Helpdesk services, in turn, drive great customer experience. As a global partner to companies, we offer customized high-quality helpdesk services by providing certified Level 1 and Level 2 service desk agents 24.7.365.
- Fully customizable
- Lower service delivery costs
- Purely white label
- 24.7.365 support
- Faster Problem Resolution
- Qualified Techs
Let’s Talk!
Overview
The IT service desk is the heart of every business. Assuring high-quality customer and technical support and First Contact Resolution ( FCR) is the real key to success. Companies often struggle to meet the expectations from customers, due to the lack of technical expertise or shortage of team members to handle the volume tickets.
At INOV Cameroon, we help our customers by providing a 24.7.365 Service desk service solution which will help to address technical and FCR barriers by providing our trained service desk agents. With our team at the front-line response, you can enjoy higher levels of customer satisfaction and focus more on your growth.
Solution
Our certified techs act as an extension of your team and offer top-level service desk support services by attending the tickets using your RMM, PSA\Ticketing, and Phone systems. This eliminates the helpdesk outsourcing barriers and provides the highest First Contact Resolution (FCR) rates. We offer both Voice ( Phone) and Non-voice support models to cater to the customized needs of customers, and also to reduce service delivery costs associated.
The voice support package includes phone support capabilities with a “Neutral English/French accent”, delivered from Africa-based operation centers.
In non-voice Support, we use Email, chat, PSA\ Ticketing portals to provide seamless helpdesk services to MSPs. We work as an extension to your onsite team who are capable of taking inbound calls but need high-quality technical support options.
Helpdesk Package for Voice & Non-Voice
Our Helpdesk Packages
Care
- Level 1 Service Desk Tickets
- VPN & Wifi tasks
- Basic O365 Support
- User & Access Management tasks (Password reset, User permissions, Folder Access, etc)
Core
Everything from care and
- Advanced Service Desk support (Level 2)
- Exchange Server Mailbox Management
- Office 365 Management
- MDM support
Complete
Everything from core and
- Advanced Service Desk support (Level 3)
- Active Directory Server Administration
- Research & Root cause Analysis
- OneDrive and SharePoint Support
Custom
Pick what all you like from Care, Core & Complete and we will offer you that as an offering based on your business requirement.
Download our Helpdesk Brochure for a detailed description of each support packages and option.
Helpdesk support Brochure and package E-book
How We Onboard You
Appointing Point of
Contact
We assign a Business Success Manager who is with you every step of the way as a single point for better communication & clarity
Requirement
Analysis
We analyze the requirement raised by the customer to understand if it’s a Voice or Non-voice & ensure that we have everything we need to support you & your clients
Documentation &
Knowledge Transfer
We request access to your system & logins for a better understanding of your tool and processes & take necessary inputs from you to deliver a high-quality service
Go Live
Go Live
Once we are ready to go live, our management team constantly review the performance of our technician to ensure we meet your expectations
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