Invensis is the one-stop ally for technical and help desk outsourcing services. We are flexible and adaptive to customers' changing needs, so you can bank on our expertise for the smooth operation of your business and generate higher revenue.
We have a pool of experienced technical and help desk support services professionals with years of expertise pertaining to customer support. They also handle software or operating systems issues, Installation of new technologies, provide remote technical support, backup or restore files, repair hardware, and more. We use industry-leading tools and processes to bestow you with the best technical and help desk support solutions. In addition, our outsourced technical and helpdesk support services help businesses of different verticals to maintain their operation at peak efficiency and keep their workflow running.
Our Technical Helpdesk Support Process
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Receiving Customer Inquiry
We receive customer inquiries and issues through various communication channels such as phone calls, emails & chats.
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Ticket Logging
Our team logs and categorizes tickets based on priority and the type of issues reported.
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Diagnosis & Troubleshooting
We diagnose and troubleshoot problems based on its type using established procedures.
Level 1 Troubleshooting
The basic and simple troubleshooting steps are performed by first-tier support personnels.
Level 2 Troubleshooting
We transfer intermediate levels of troubleshooting requirements to more experienced persons who have a deeper understanding of the system or product.
Level 3 Troubleshooting
For advanced and in-depth levels of troubleshooting, we transfer the calls to highly skilled and specialized experts.
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Issue Escalation
If the issue is beyond the scope of the 3 levels, we escalate it to higher-level support or specialized teams by generating tickets.
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Documentation
During the resolution stage our team documents the troubleshooting steps to build knowledge base.
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Customer Feedback Collection
Finally, we collect customer feedback to assess satisfaction levels and identify areas for improvement.
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