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Helpdesk Support – Store Operations Support Division

Helpdesk Support – Store Operations Support Division (SOSC) 

Cost Savings – Co-sourcing / Outsourcing – of IT services has typical cost savings of 25-39%* compared with in-house service. (*Source: IT Outsourcing Survey)

The IT function with the greatest potential for Reducing Costs through co-sourcing / outsourcing is the Helpdesk.

Research states that 51% of organisations that outsource their IT Helpdesk function find that they have lower costs than when they performed the function in-house (Source: IT Outsourcing Statistics Survey 2011/2012)

SCT provide helpdesk solutions to companies on a Fixed monthly fee. This arrangement is scalable and flexible allowing them meet the changing demands of their business requirements in a very cost efficient way. Service Level Agreements are put in place to ensure that response times and service standards are met and regular reporting means that customers know exactly what is going on at all times.

  • Open 364 Days/Year – One point of Contact for all Retail Support calls
  • The Support centre of Choice for Ireland’s leading Retailers
  • Free Your Internal Retail I.T. Staff to concentrate on High Value Retail Projects

Generic Helpdesk (SOSS) Diagram

 

Our Help Desk or Store Operations Centre (SOSC) is critical to our Customer Support Model.

Our desk is manned by trained Retail Support Staff 7 Days per week to deal with all Service related issues. That is both Customer support calls and in assisting our own Field Service Engineers.

Help Desk staff are trained in all aspects of the Customers Retail I.T. infrastructure and undergo regular refresh training with our customers either at SCT Offices, in the customers I.T. Department or in a customer’s store.

Customer Calls are typically logged in one of the following ways;

  • Via Email from the Customers I.T Department
  • Via Telephone from the Customers I.T. Department
  • Via Telephone direct from a Store Manager or Staff Member
  • Direct from an SCT FSE who may have been on a customer’s site for some purpose such as a Preventative Maintenance Call

In all cases the call is logged on our Call Logging system and the caller is assigned a call reference number. After initial call vetting from our Help Desk the call is either resolved and closed or a FSE is assigned to the call. In the latter case the Customer or Store Manager is given an ETA for the Engineer.

Where the call may relate to areas such as Telecoms or other Non I.T. issues we will regularly manage the call and escalate the issue to the appropriate party. By providing one point of contact for the customer, it ensures customer staff can get on with the business of retailing without wasting significant time ‘Chasing up’ service providers.

When the call is closed the customer is advised by mail or telephone.

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