KTG HELP DESK SERVICES

Standardize your end users’ help desk experience, lower your management overhead, utilize enterprise-grade tools and resources, work with a partner to roadmap technical objectives, understand how your end users operate and reduce the time spent on non-production impacting issue resolution. 

KTG Level 1 Help Desk Support:

• Help desk team response and support for your workforce
• M365 application support
• End user day-to-day support needs, such as desktop, passwords, and network connectivity
• Basic support for company web applications
• Response and support for internal procedures

KTG Help Desk Services on-boarding:

The foundation for a successful long-term relationship is built within the first 45 days of engagement. With proper expectations, access, and collaboration, an efficient, thorough on-boarding process leads to a near seamless go-live date. 

Access and discovery

•  Gain access to environment(s)
•  Document passwords, documentation, assets, contacts, and standard operating procedures

Implement

•  List of locations, points of contact, escalation paths
• KTG responsibilities vs. client responsibilities
•  Metrics, SLAs, KPIs, dashboards
•  Knowledge base
•  Email, phone, web integrations
•  User experience surveys for customer satisfaction ratings (net promoter score)
•  Weekly cadence calls for go-live data
•  Monthly cadence calls for business reviews

Review

• Support ticket flows
•  Work sessions for final adjustments
•  Confirm go-live date and day-one expectations

Go-live

• Begin validated and tested Help Desk Services