Integrating 24x7x365 Service Desk With Artificial Intelligence to Create an Efficient End-User Experience
Tier 1—IT Issue Resolution
Providing outstanding customer service to our clients is our ultimate goal. CTG provides 24x7x365 self-service tools and basic issue support via multiple channels for all IT-related questions, incidents, and requests.
We also offer partial and fully outsourced models to deliver high-quality experts with a wide variety of technical knowledge and a strong customer-oriented focus.
- Guarantee continuity of the service through proactive planning and resource management
- Operate according to ITIL best practices and ensure quality by providing an incident management process customized to client needs
- Provide performance reporting and SLA results as agreed to in SLAs
Tier 1.5-3—Application-Level Issue Resolution
CTG provides Tier 1.5 Application-Level Service Desk Support, as well as Tier 2-3 Application-Level Management Support.
Tier 1.5 application support agents provide 24x7x365 basic “how-to” and navigational issue support via phone, chat, and email for all application-related questions and incidents. All of our Tier 1.5 agents receive vendor-specific training in industry-leading systems to help improve your FLR and lower average talk times, letting your end users return to work faster.
Tier 2 application support analysts resolve break fixes, as well as manage production support, participate in testing, and complete minor repeatable builds.
Tier 3 senior-level application support analysts work with you to review requests and projects, complete build tasks, provide unit and integrated testing services, support escalation and coordination with vendors, write reports, scripts, and custom rules, and take on other responsibilities related to managing your mission-critical portfolio of applications