Many of our competitors operate stand-alone Help Desk configuration centers and simply “make room” for your employees’ calls by carving out a set number of operators. These operators generally open tickets and then forward them to designees within your company with very little to no follow-up afterward. Not capable of anything beyond simple password resets, your outsourced Help Desk becomes a “No-Help Desk”, according to your employees.
Instead of following this model, we create onsite, well-staffed, micro-help desks. Each site has an experienced help desk manager who is well versed in creating and managing agreed upon Service Level Agreements and Metrics. We then staff your help desk with individuals who can independently address Tier 1 and Tier 2 issues and work with your internal team on more strategic Tier 3 issues. To provide evening and weekend coverage, we have either U.S. citizens or individuals from one of our five offshore centers available, depending on your preferences and budget.
Here are some recent comments from NuStar Energy employees regarding some of the members of their (Y&L) Help Desk team:
“The help desk is amazing. Everyone on the business side that I have spoken to about it has nothing but great things to say about it. It’s so much better than what we had with [previous company].”
“On Thursday, I called the help desk and was pleased with Daniel Villarreal. He was able to answer my questions and take care of my needs. I know you have a lot of sharp individuals, and he is one that you can brag about.”