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Help Desk Support when you need it most.

In this fast paced time in technology, organizations face a rapidly increasing volume of calls as their user populations grow and technology is always changing. While you may be equipped to handle today’s call volume, is your team prepared if the number of daily calls doubles or triples?

PDS creates a scalable support model for organizations of all sizes, with an approach that seamlessly and transparently provides quick and easy access to knowledgeable analysts. Our Midwest based, highly-skilled team provides a superior experience while allowing your team to focus on more strategic initiatives. Whether its 24×7 or After Hours Support, let PDS take care of you.

Easy to Implement

Implementing support for your Help Desk can be quick and easy. With an experienced Project Team there will be less of a burden on you. PDS will focus on your needs by providing you with an easy to fill out checklist and support matrix. With an increased focus on training and knowledge gathering, PDS can provide a seamless transition of existing support by utilizing your tools, processes and procedures or start your new support off on the right foot by working with you to build and extensive knowledge-base and work-flow. Our implementation process is scalable to fit the needs of your organization. Whether you are large or small, PDS can help.

• Ready to take calls in as little as 4 weeks
• PDS will utilize your tools and processes
• Well versed in Numerous Ticketing Systems which means less training
• Dedicated phone number
• Dedicated Project Manager
• Dedicated Client Services Manager
• Low Cost

24/7 Support

Many of your support calls consistently come in after hours – is your team prepared to handle them? If your organization operates 24×7, your employees should be able to get support 24/7. This alleviates user frustration and provides them with the ease of mind knowing that they can receive help at a time that is most convenient for them. PDS Supplemental Support is available whenever your users need it: during all shifts, including after hours. Utilizing our Language Line Partner, PDS is also able to support offshore users around the clock.

An Experienced Partner

PDS has provided Supplemental Support services nationwide for almost 20 years to a number of leading organizations, including Alliant Energy, Promega and QBE Insurance. Thanks to our broad client base, we have gained extensive experience in both standard and custom environments and have supported organizations of all sizes. The PDS support team is built of seasoned professionals with a broad range of experience with consumer devices, technology, and ticketing systems. Our career analysts are ready to learn your business and take your calls.

We can support your initiatives from implementation through upgrades and provide best practices to ensure success. From basic password resets to more complex trouble shooting or installations our team can support any level of service request with any level of user. With a robust knowledge base and other customized tools, PDS analysts align with your internal processes and can support a wide range of devices and systems.

Data Analytics

Reviewing data can be tedious and time consuming. Let PDS do the detailed work and provide you with the information you want and need to know. Utilizing your assigned Client Services Manager, monthly, weekly and even daily meetings can be conducted in order to ensure you are up to date. We will work together with you while reviewing many key areas, including but not limited to:

Operational Reporting

PDS can provide detailed call statistics on a daily basis to help you trend cost and SLAs. PDS will review this data with you to help provide a detail roadmap for future planning. Some of the key metrics you will be provided with are:

• % of Calls Answered in less than 60 seconds
• Avg Time to Answer
• Avg Talk Time
• Hourly and Daily Calls Entered and Answered

Risk Assessments

PDS will communicate any areas of risk that may arise, including security concerns, staffing issues, process gaps, etc.

Key Procedures

Ensure your calls are handled and/or routed in the exact fashion that meets your needs. PDS has the experience to be able to make modifications on the fly to ensure the highest quality and satisfaction. Consistent review of work flows and knowledge base articles help ensure accuracy on a day to day basis.

By The Numbers

seamless experience for your users
support calls taken annually
patients supported nationwide since 2008
of the calls answered in 60 seconds or less
of calls are resolved on first call
turnover rate on our team of dedicated career service desk analysts
years of experience
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