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SOLUTION

IT Infrastructure Services Digital Desk

 

Challenge

Existing IT service management practices often increase the mean time to repair and result in poor first call resolution, amid the lack of automation tools and self-service features. Moreover, leveraging mobile applications and social media platforms for timely resolution of IT issues has become a business imperative. The rising complexity of enterprise IT and end users’ demands for a personalized and consistent experience have necessitated the adoption of a next-gen service desk.    

TCS Solution

TCS’ IT Infrastructure Services Digital Desk is aKey features include:

  • Analytics-backed user experience monitoring tools to identify potential IT infrastructure issues, analyze log files and system details for determining the root cause, and take corrective action
  • Digital assistant powered by artificial intelligence (AI) and natural language processing (NLP) for faster incident resolution
  • TCS Mobitio™ enterprise mobility platform to offer services through smart phone applications
  • Analytics engine to derive insights from user data to drive continuous improvement and digital transformation 
  • Automation of troubleshooting for recurring service requests like password reset and status checks
  • Domain and technical expertise at the helpdesk level

Benefits

  • Superior user experience: Enhance customer satisfaction with faster issue resolution
  • Multi-channel service: Improve issue resolution through mobile and social media platforms
  • Reduce call volume: Deflect 25-30% calls from the service desk through automation
  • Improve organizational efficiency: Increase user productivity with self-help features
  • Lower TCO: Reduce support costs owing to ticket-load reduction