The most important assets on your Service Desk are your employees; with a big investment made in both people and technology, you need to be sure resources are fully maximised. Focus your staff on what they do best and let retail experts PCMS deal with everything else – like the routine everyday tasks that are diverting your best employees. We are happy to share the workload and take over queries such as simple password resets or log-in and access issues. The PCMS Service Desk can take ownership of the ‘grunt’ work, while you keep focus on what you do best. Whether you look to us for managing your out of hours and call overflow tickets or outsource first/second line support to better utilise your existing in-house support skills – PCMS can implement effective problem and incident management solutions. Helping you drive down the number of tickets logged by users, increase first time fix rates and enhance the service you deliver.
By partnering with PCMS you can:
- Liberate your IT support staff from day-to-day routine activities to increase efficiencies
- Better utilise in-house skills and reduce attrition rates
- Focus inbound resources on high-level resolution and project activity
Learn more about our global retail Service Desk
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ITIL (information technology infrastructure library) is a methodology for managing IT as a service; its main focus is on the end user rather than on the technology itself.