ePlus Service Desk

Elevate the value of your team.

Managing users, technology, and the overall growth of your company’s IT infrastructure can be a daunting task.

Do any of these challenges sound familiar?

Remote workforce causing support headaches
Existing customer service not meeting SLAs
High turnover rates
Constant need to ramp headcount up or down for business reasons
Providing coverage beyond normal business hours
Rising IT costs

By leveraging ePlus Service Desk, you’ll benefit from an ITIL-compliant framework and a central point of contact to troubleshoot, triage, and resolve your IT service issues.

What outcomes can you expect?

Increased customer satisfaction
Improved process efficiencies
Predictable budgeting
Maintain staff’s focus on your core business
Better insight into end user challenges
Increase in first call resolution

Now that we covered the “WHY”—let’s dive in a bit on the “WHAT.”

When you partner with ePlus, you get a standard set of exceptional deliverables...

RESOURCES AND SUPPORT

Secure, 24x7x365 level one technical support
Customizable service desk support options: Dedicated or Shared, US-based or offshore (more details below). Why choose? Let us create a hybrid solution that fits your exact needs.
Phone (dedicated, toll-free number), email, portal, and chat support options

CUSTOMER EXPERIENCE

Quick onboarding and assigned Customer Success Manager
ServiceNow ticketing web portal
Customized greetings, reports, and surveys
Remote desktop support
Continuous improvement via integrated business intelligence and artificial intelligence solutions

BETTER QUALITY CONTROL

ITIL-certified processes and best practices
Tailored knowledge base article reference
Call recording for training and quality control
Auto callback and whisper feature
Automated alerts regarding hold times
Active coaching
Service Business Reviews (service analysis and service level target metrics for continuous improvement)
Business Intelligence and AI-Driven quality management

Equally important is the “HOW”—and flexibility is the focus.

We understand every organization has its own operational needs, budget, and rules to follow, and that is why ePlus offers multiple Service Desk resourcing models so you can find the best fit.

Dedicated: Benefit from Service Desk analysts who focus solely on your account, ensuring personalized attention and expertise:

100% US-based for organizations that may require, or prefer, onshore, US-based staff. We can tailor a Service Desk solution comprised of remote, and/or on-site analysts to ensure your business requirements are met.
Offshore from the Philippines with strong cultural alignment to the U.S., (and where English is an official language), this option delivers a savings over onshore resource rates, with the ability to cover any preferred U.S. time zone. Learn more

Shared: Leverage a balanced approach to support where US-based Service Desk analysts are shared across a limited number of customers:

Shared Service Desk Core for a reliable help desk focused on basic support functions (without the need for in-depth guidance or detailed analytics)
Shared Service Desk+ for personalized support through regular check-ins and strategic guidance along with data-driven insights to reduce ticket volumes and eliminate repetitive tasks

What sets ePlus apart in the Service Desk arena?

We’ve been in the Service Desk provider business for over a decade with strong, experienced leadership and a loyal customer base.
Our people make a tremendous difference, with long agent tenure with English as their first language.
We set you up for success with a quick, proven onboarding process and assigned Customer Success Managers.
We have broad offerings and flexibility to incorporate other functions beyond “answering the phone.”
Enhanced service desk feature sets provide voice and chat options along with ITSM integration into your existing ticketing system.
We hold the SSAE 18 SOC 1 Type 2 attestation.

Not all service providers are created equal.

Ready to elevate your team’s value with ePlus Service Desk? Complete the fields below and a member of our team will be in contact with you shortly.