Operations Maintenance and Support

Key Benefits
  • Reduce and control costs for your technical help desk operations.
  • Free up internal resources and deploy them in other mission-critical functions.
  • Gain access to world-class capabilities that provide best practices and concentrated effort in technical help desk activities.
  • Minimize business impact by reducing downtime and troubleshooting time.
Rose Technical Help Desk
The Rose Technical Help Desk provides technical issue resolution for the following support areas:
  • Desktops
  • Networks
  • Applications
  • Call Centers
Rose deploys an effective combination of onsite, offsite and offshore solutions to the best advantage of our clients:
  • Onsite - client infrastructure management
  • Offsite/offshore - regular issue resolution, relationship management and performance management of the project
Rose uses various support media for effective issue resolution. These are time-tested and proven media:
  • Instant Messenger with remote administration and application sharing functionality
  • Voice support with Voice over Internet Protocol (VoIP) advantages
  • E-mail support
Rose uses various technologies and tools to enhance the performance of the technical help desk. These are:
  • QTicket - an ASP.NET, Web-based ticketing software for authentication, trouble ticket management, work flow management, Service Level Agreements (SLAs) and performance measurement tracking.
  • Index Server - an ASP.NET, Web-based knowledge base and search for effective First Contact Resolution (FCR).
Questions?
Contact our Business Development Team to learn more!