Workplace Support Services

Increasing end user expectations from IT support services are impacting user satisfaction levels. Microland's Workplace Support services provide a superior experience through efficient management of technology, process, and communication aspects to ensure early resolution of issues.

Workplace Support Services
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Workplace Support Services for Anytime, Anywhere, Any Device Environment

IT assets frequently need on-site support to remain updated, protected, and ready to tackle challenges. However, end users often don't appreciate multiple desk side visits by IT support engineers to resolve issues.In some cases, they may also have apprehensions on behavioral aspects that engineers demonstrate during their visits. This builds a negative end user perception about IT support functions and impacts overall satisfaction levels.

How We Help

Microland's Workplace Support services are designed to provide superior end user experience by engaging engineers trained in technology, process, and communication to provide desk side support. They ensure the problem is diagnosed and resolved to the user's satisfaction in the first attempt. Workplace support services are integrated with service desk, which acts as a nerve center in receiving service requests, call recording, service ticket allocation, and SLA tracking.We provide flexible service coverage aligned to your business needs:

  • 24/7, 9/7, 9/12 flexible support coverage
  • SLA's aligned to 2-hour, 4-hour, 8-hour, or Next Business Day resolution times
  • VIP service, dedicated, or dispatched staffing models
What You Can Expect

Our integrated end user management services combine remote and desk side support to deliver outcomes including:

  • Remote diagnostic and resolution support: It reduces desk side visits by 25-30% and improves SLAs
  • Improved first time call resolution: Enabled by engaging skilled engineers leading to higher customer satisfaction
  • Cost optimized end-to-end asset management: Enabled by efficient tracking and recycling
  • Vendor management: Through regional hub support model and dedicated partner management team
  • Reduced provisioning cycle time: Leading to quicker user on-boarding and higher agility
  • Secured workplace environment: Enabled by periodic patches and updates to protect organizational data
What Sets Us Apart

Our key differentiators (see Figure 2) in workplace management include:

Key Differentiators
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Service-led IT framework

  • This proprietary consulting framework measures any client's maturity and recommends changes, bringing a standardized approach to delivery

Support Across End User Environments

We support:

  • Endpoints of all form factors deployed with Microsoft Windows operating systems such as Windows 7, Windows 8.1, and Windows 10
  • Linux desktop environment
  • File and Print services
  • Branch office IT operations