User support from our
Beyond providing traditional service desk/ help desk/ user support operations, we focus on providing clients insights to help reduce calls by looking for trends and root causes. We work with clients to prevent calls, and enable self-service support options.
We understand your need to remain competitive while
overcoming your IT support challenges.
We have flexible and scalable Service Desk Plans.
We will tailor a plan to just suit your needs.
Why Choose our Service Desk?
We firmly believe that Service Desk services do not stop at simply solving callers’ problems. When a critical service experiences an outage, or an application develops some inconsistency, or training demonstrates an inadequacy, often it is the help desk that learns about it first. For these reasons, Calance tracks ticket clustering, identifies the areas of concern and provides feedback to your business to help address arising issues and continuously improve apps and processes. It is not an exaggeration to characterize service desk as “production quality assurance!”
In many real ways, it is the service desk that provides the voice of the company to its employees. A friendly technician that helps an employee out of a bind goes a long way in improving the moral, productivity, and loyalty of the employee. At Calance, we understand this and hire technicians that excel in a superb customer experience.
As a CMMI level 5 company, we know that a service is only as good as its process. Where we stand apart is that we view our process as a means to achieving greater efficiencies as we gain experience. Our processes are continually evolving to drive ever-greater services levels. This is not only reflected in faster resolution times and enhanced service levels, but also through innovative analysis of the ticket data to provide higher business value to our customers