Support Desk Flexing
At a simpler level, many companies run their own internal IT support desk operations
but find that the incremental costs of providing early and late shift cover, weekend
support and overnight resources are prohibitive. Equally, many firms have to staff
their teams for an average profile of call volumes that creates cost when underutilised
and frustration and poor client satisfaction when call volumes peak.
Eclipse provides a solution to these problems by offering a partnership service
with clients who want to run their own internal teams for core hours and then ‘flex’
around those hours, or for peak volumes, when internal staff are busy. In some cases
the core number of staff required internally has been reduced where Eclipse picks
up the peaks in calls across a day.
Both period based and pay per call models are available.
Eclipse prides itself in offering a personal level of service through its team and by encouraging support process awareness with each clients personnel. Our general process, tailorable by client is available as a PDF for download from this page and can be used as a double sided fold over user support guide.
