Selection Go Global!
Due to resounding success with the management of their services within the UK and Ireland, Selection Services had been requested to look at directly managing a clients’ 3rd Parties across their estate. Since then Selection Services have been working hard to engage 3rd Parties across the globe to support their clients’ requirements.
There are two types of agreement that they have been looking for:
• Foreign Speaking Helpdesk, Deskside Support and standard Maintenance
• Managed Deskside Support and Maintenance
Both of these agreements are focused on Service Level Agreements that have been provided to the client, for the Deskside and Maintenance services, the SLA has been for the 3rd Party so that time is available to assess the calls before passing them across, this allows Selection to get the call logged and to work out the relevant course of action.
The foreign speaking helpdesks were required for France and Poland, the users phone a local support company and their calls are answered as the client Helpdesk in their native language, all support from this point is dealt with directly with the 3rd Party, whether it be for Helpdesk, Deskside Support or Standard Maintenance. The 3rd Party also provides an English speaking representative for cases when escalation is required and they will then call the client Helpdesk at Selection Services’ Head Office in Bromley, where they will be given assistance.
The other companies, where the native language is English, will call the clients Helpdesk in the first instance and then calls will be passed to the 3rd Party to provide Deskside Support and Maintenance on the equipment. All of these calls will be fully managed by the client Helpdesk until their completion. This service is currently offered to the UK, Ireland, Canada and the USA and Selection Services are also ready to start accepting calls from India.
Helpdesk services are also to be provided to India, Australia and The Czech Republic. Selection Services have contracts with support companies in India, France, Poland, America and Canada at present and will be adding to the list of countries moving forward in 2007.
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