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B2B Computer Technical Support: Recruitment Solutions Company
Main challenges
- Be able to cope with its unplanned infra day spikes of interactions.
- Maintaining high quality ratios.
- Very quick interventions to minimize the downtime of its employees’ computers.
Business Need of the Customer
The company is a commercial operator and is a leader in creating integrated solutions for matching job supply and demand, and career development. Its mission is the search, selection and evaluation of personnel in all professional positions, including middle and top management. The activity consists in providing first and second level technical support by taking charge of the tickets opened by the client’s employees, in order to provide technical support to their company computers. Agents must register the troubleshooting and solution in the HDA ticketing system. All agents speak Italian / English and are experts in using computers.
The customer was looking for a partner capable of:
- Provide a flexible team able to cope with its unplanned infra day spikes of interactions
- Very quick interventions to minimize the downtime of its employees’ computers so to maximize their productivity
- Provide a 7/7 technical help desk solution
- Deliver quality services within settled budgets
is the monthly average tickets processed/tickets received ratio of GRS (VS 60% expected by the customer)
tickets have been successfully managed since the start of the project
Understanding customer needs
GRS perfectly understood the client’s needs and processes and proposed an effective and efficient solution
Expertise
GRS handles over 2 million technical support interactions
Optimization
GRS provided the client with quality services within established budgets
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