CIBER’s world-class help desk services can help you dramatically improve customer satisfaction and significantly reduce costs at the same time. We offer you:
- Unsurpassed expertise in managing and optimizing help desks
- 24x7x365 national and international coverage
- Precisely the services you need – delivered on-site, remotely, or through our world-class help desk consultants
Improving the way you deliver support
CIBER help desk experts can help you leverage best practices that dramatically improve the performance and efficiency of your support services – whether you’re creating a new help desk, enhancing a help desk you already have, or consolidating multiple help desks. We’ll help you integrate best practices in process engineering, knowledge and incident management, SLA negotiation, metrics, communication, and more. We can also help you intelligently assess the outsourcing option.
Flexible outsourcing options
If outsourcing makes sense, we’ll customize the precise mix of remote and on-site services that delivers maximum business value. We can help you deliver Tier 1 and Tier 2 support for any infrastructure or application, on a per-call or fixed-fee basis. Our services integrate seamlessly and cost-effectively with your in-house capabilities, quickly extending world-class support wherever and whenever you need it.
- Enterprise, proprietary, vertical and collaborative applications
- Basic network administration
- Tier 1 and Tier 2 support for infrastructure and applications, encompassing networks, servers, storage, security, and desktops
Remote Help Desk
We can take responsibility for all your support calls – helping you refocus on your business, as you instantly leverage our management expertise, technical expertise, scalability, and advanced call management systems. You retain control through an easy Web-based interface, complete activity reports,
and fully customizable escalation procedures.
Onsite Help Desk
Already invested in systems and tools? We’ll provide the missing pieces to lower costs and enhance customer satisfaction. We can supplement your existing resources with expert managers and staff, specialized technical knowledge, even best-practice call management methodologies and standardized operating procedures.
CIBER’s world-class help desk services can dramatically improve your organization’s customer satisfaction and significantly reduce costs at the same time. CIBER is positioned on the "Magic Quadrant for Help Desk Outsourcing, North America, 2008" by Richard T. Matlus and William Maurer, 2008 (published 28-Feb-08). CIBER is ranked among the top ten best managed outsourcing vendors by The Black Book of Outsourcing, a bestselling international business book and outsourcing resource manual available in multiple languages worldwide. CIBER was ranked as the #1 ITO Mid-Tier Enterprise Wide Traditional Infrastructure Outsourcing and the #1 in Help Desk, according to a Brown-Wilson Group survey analyzing outsourcing vendors around the world.
The CIBER service desk solution practice brings together competency in help desk, maintenance/break-fix, and asset management services that will create collaboration and continuity with each other, as well as your internal support functions. CIBER’s help desk practice is supported by a state-of-the art infrastructure that includes an enterprise-class call management system, a state of the art call center phone system, and redundant/fault-tolerant systems. This advanced infrastructure helps enable CIBER to deliver state-of the-art capability in our help desk and maintenance services.
CIBER’s 24x7 Service Desk Solutions give you fast, flexible options for driving down costs, improving ROI, enhancing IT performance, and refocusing limited resources on your highest-value opportunities. Our comprehensive help desk, maintenance, and monitoring/management services enable you to delegate entire processes to a single proven supplier, building an integrated service desk that leverages all the efficiencies associated with industry best practices. Our solutions can also integrate seamlessly with in-house functions that are working well, extending your reach easily and inexpensively, while supporting any selective outsourcing strategy.
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The Gartner Magic Quadrants are copyrighted 28-Feb-08 by Gartner, Inc., and are reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendor’s measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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