Capricorn is a leading on-site/remote technical help desk support providers with extensive experience in helping companies execute help desk strategies to reduce costs, enhance quality and improve customer satisfaction & experience. Capricorn has developed expertise in helping customers transition their in-house help desks to an outsourced model and the experience gained in managing these operations are cross-leveraged for new customers, for both cycle time reduction in transitioning services and reusable methodologies for implementing similar services for other customers.

Capricorn offers multi-channel (voice-based, e-mail, web-based & on-site) technical support services. Capricorn’s helpdesk services can be tuned depending on the size of the company and the array of technology being supported. The requirements for IT help desk support ranges from basic trouble ticketing and first/second level support for medium-sized companies, to large corporate help desk operations needing a complex mix of proactive and self-service tools, remote control and diagnostics and strict service-level tracking and reporting.

Our help desk services include :

• Setting up remote/on-site IT help desks for IT infrastructure support and management
• Providing single point of contact for IT users of an enterprise across locations and geographies
• IT Infrastructure support covering desktop/laptops, servers, operating systems, office productivity suites, email & browser support and network & connectivity issues.
• Incident management or (trouble ticket management) for user queries, so each issue is logged and monitored until resolved
• Workflow engine to move issues through a defined flow from open to closed, including monitoring that response time is within the guidelines of any existing service-level agreement
• Web self-service allows employees to access online knowledge bases to search for solutions, open and update support incidents and even perform password resets
• Technology refresh – Enhancements and upgrades
• Implement leading help desk technologies such as magic help desk.
• Remote management using remote troubleshooting tools for effective first call resolution
• Knowledge base creation and updating
• Asset & configuration management – Single point for managing hardware and software assets using both remote discovery and asset tracking tools
• Software distribution and license management
• Security management and virus control
• Performance management and reporting
• Change management – Trend analysis and pro-active change planning

The help desk services cover Level 1 / Level 2 and higher levels of support across a wide range of products and technologies.

We build our solution to ensure:

• A smooth transition in order to enable a quick startup and minimal disruption of service
• Optimize existing client investments and personnel in technology to keep startup costs low
• Flexibility of the solution to scale to additional numbers / types of applications