Managed End User Support
This service primarily is focused on providing support with the end user’s desktops, laptops, printer etc. The following image briefly describes the various services provided under this service offering:
iSpace works closely with the client’s existing support system and complements them by providing either onsite or offshore helpdesk/servicedesk services. This service is completely SLA driven and follows the industry standard IT Service Management (ITSM) framework.
Following are the typical SLA parameters that we operate on with the majority of our customers and we are proud to say that we have consistently adhered to the SLA’s set by our customer’s.
- Average Resolution Time for all the tickets with Critical Priority
- Average Open Time
- Percentage of adherence to SLA
- Customer Satisfaction