IT Help Desk

VMC provides IT Help Desk solutions and services to leading global companies, including the world’s largest hardware solution providers. Our help desk operations team blends years of industry experience, proven best practices, and listening to the unique needs of each of our customers to create a custom solution for each project.  It is our goal to help maximize your help desk’s value to your organization. 

In reviewing IT Help Desk projects and programs, we examine:

• How can productivity be increased?
• Can the cost of your help desk be decreased?
• Does your help desk impact monitory value or other quantifiable measures?

VMC’s help desk team is prepared to help you answer these questions, as well as build goals and objectives that translate into value for your organization.  Here are a few benefits that we deliver to our customers.

SPEED | Our combination of high-level expertise, proven methodologies and worldwide resources allow us to assemble a team, analyze your needs and objectives, and deliver a complete support solution quickly and efficiently.

QUALITY | VMC delivers quality by embracing a learning organizational culture. We develop customized workflow processes and solutions so that our service fulfills your highest standards. Our project leaders use their expertise to manage onsite or remote support teams to meet and exceed your goals and objectives.

VALUE | With VMC as your help desk partner, you will have a well-managed solution that resolves technical problems quickly and effectively, allowing you the freedom to allocate resources to other core business needs. Our teams provide consulting to help companies build, consolidate, transition or “re-shore” a service to meet business needs. 

IT Help Desk Services include:

Help Desk Design

Using ITIL® function and strategies, VMC can design a custom help desk for your organization based on your current and future needs. An effective help desk starts with defining the value, effect, and cost. 

Help Desk Transition

VMC’s global flexibility and help desk experience can be used to transition your current help desk to a new location.  During a transition, our focus is on maintaining quality and customer experience while identifying potential cost savings and efficiency gains.

Help Desk Management

Our help desk management drives cost savings by minimizing the costs companies pay for people, processes and facilities.  Along with world-class metrics and quantifiable results, our team of industry leading professionals is invested in improving overall IT infrastructure for our clients. 

Help Desk Recovery

VMC has substantial experience in help desk recovery, as our help desk team has turned poorly performing desks into world class performers for several Fortune 500 companies. Whether the issue is financial performance, quality of service delivery or service level performance, VMC’s team of industry leaders have the skills and background to turn your help desk into a world class performer.   

VMC Help Desk capabilities include:

• Onshore, nearshore and offshore consulting and implementation services
• Level 1-2 help desk support
• Multi-location onsite support
• Phone, web, email and chat services
• Software support: Operating systems, applications, email, custom applications, utilities, databases
• Hardware support: Desktop PCs, laptops, PDAs, mobile and wireless devices, displays, printers, input/output cards and other peripherals
• Networked environments: Routers, hubs and switches, VPN, VoIP, web, proxy, firewall
• Enterprise platforms
• Server monitoring and maintenance
• Security management
• Incident management and workflow solutions
• Knowledge management creation
• Performance management and reporting
• Self-help set-up services
• Multi-language support