Features and Benefits

Enterprise Service Desk brings you a full range of features targeted at maintaining your workforce productivity.

Our full-service IT help desk support capabilities include the support of different IT-related calls or problem types levels. We provide comprehensive first-, second- and third-level support for most of the problems end-users and enterprises experience. We can also dispatch problems to external service partners, based on customer-specific requirements.

End-to-end problem management: We pride ourselves on owning each request that is received and claim ownership of the entire problem management process from end-to-end. Plus, our clients have one point of contact from initiation of the call to problem closure and satisfaction.

High first-touch resolution rate: We resolve a large proportion of all service desk calls at the first point-of-contact thus reducing the need for second- and third-level support and inherent delays. This provides a lower cost per call, as consultants quickly diagnosis and resolve end-users problems. The result is increased end-user satisfaction generated from improved dependability and reliability.

Comprehensive support coverage: We provide end-user support based on client requirements and desired support levels — up to 24 hours a day, 7 days a week, 365 days a year. And, our clients have the ability to modify support coverage at any time to reflect the strategic objectives of their organisation, application releases or new hardware deployments.

Highly scalable and customizable solutions: Theseus can support multiple user groups within the enterprise or specific types of end-user problems. This enables customised service offerings and service level agreements based on specific IT support goals and objectives. And, our service offerings are scalable to add or reduce end-users supported with ease and convenience, as needed.

Flexible pricing options: Service pricing is based on specific call type and incidence rates. There is no weighted average call formula or per seat charge. This enables customer flexibility to best meet specific IT support needs and a clearly defined pricing schedule to support accurate budgeting and forecasting. Plus, you only pay for the calls placed to the Enterprise Service Desk, rather than a flat monthly rate.

Help is Just a Phone Call Away.