Nearshore Help Desk Services
Help Desk
Help desk has been one of our flagship services since Nearcontact’s founding. We understand what is needed to provide top notch support for corporate and end users alike. Our offering is fully customizable to enable our customers get a service fit for their needs.
People
Our talent acquisition team has access to the best talent pools in the country and our recruitment process allows them to make sure they are the right fit for the team and is supported by applying psych and medical tests and background checks. Once the talent is signed, we support them with continual training provided free of charge, events to promote integration, awards that recognize their efforts and a career path to develop inside the company. There are members on our teams that have been at the company for over 27 years!
Processes
Our help desk services are managed with processes within the ITIL framework adapted to our very own Sello Open. Every help desk is designed to operate the processes our customers need and are audited twice a year to make sure they are aligned with our customers’ changing needs.
Even if your help desk is not managed by Nearcontact we can still audit your operation and deliver a report to let you know how your current help desk benchmarks and possible improvement paths to follow.
Infrastructure
Our main help desk delivery center is situated in an industrial area which guarantees the proper electrical and communications services to be delivered. Our infrastructure is equipped to run 24/7 to support the most demanding operations with the help of redundant connectivity and a diesel electrical plant to ensure continuous operation.
We also support remote work by using state of the art Cisco technology providing as much flexibility as possible by enabling the work schemes our customers need.
Tools
Already have a service management tool? Our team is capable of working with the most sought-after products in the market but if not we can complement our managed help desk offering with our award winning service management tool Openser (link a sección producto/openser).
We can leverage AWS and Azure cloud technologies to enable the level of automation your help desk requires by using technologies like Amazon Lex and Azure bot.
