A case where costs were reduced by utilizing a shared operator!
We would like to introduce a case study on the implementation of an "in-house help desk (service desk)" at a major general trading company. The company faced challenges because the users making inquiries were not well-versed in IT, leading to lengthy explanations even for simple inquiries, which prevented the information systems personnel from performing their intended tasks. By outsourcing cases that required significant response time, the workload of the information systems personnel was reduced, allowing them to focus on their core responsibilities, such as planning and proposal work for clients. 【Case Overview】 ■ Background of Implementation - The desire to reduce the burden on information systems personnel by outsourcing the help desk. ■ Implementation Effects - Cost reduction achieved by utilizing shared operators. *For more details, please download the PDF or feel free to contact us.
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【Help Desk Overview】 ■ Structure: Shared operators of our company ■ Hours: Weekdays 9:00 AM - 6:00 PM ■ Number of cases handled: 40 cases/month ■ Support targets: PC operations and troubles, network-related issues, internal application usage, etc. ■ Tasks - Reception (issue inquiry number and confirm inquiry details) - First response (respond based on operational manuals, FAQs, manuals, business lectures, etc.) - Escalation (escalate to relevant departments and responsible persons) - Incident management (manage inquiries from open to close) - Reporting (report help desk activities in monthly reports) *For more details, please download the PDF or feel free to contact us.
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Our company provides IT services such as selecting and building IT products suitable for our client companies, as well as operation and maintenance services. We protect our clients' IT infrastructure with high-quality services that are "reliable, safe, and comfortable," and we aim to be a business partner that continues to provide an IT environment where our clients' employees can focus on their core business.