Our Helpdesk offering includes:
- Prioritizing incidents based on impact and urgency.
- Assigning incidents to appropriate support personnel for resolution.
- Regularly updating incident tickets with relevant information.
- Informing users of incident progress and resolution status.
- Conducting post-incident reviews to identify opportunities for improvement.
- Prioritizing incidents based on impact and urgency.
- Assigning incidents to appropriate support personnel for resolution.
- Regularly updating incident tickets with relevant information.
- Informing users of incident progress and resolution status.
- Conducting post-incident reviews to identify opportunities for improvement.
Case Study
Transforming IT Helpdesk Services: A Case Study on Transitioning to Ripton Solutions
Our customer, a growing organization in the retail industry, was managing their IT helpdesk services internally. As their business expanded, the increasing volume of IT support requests became challenging to handle effectively. Seeking a more efficient and scalable solution, they decided to partner with Ripton Solutions for outsourcing their IT helpdesk services.
Transforming IT Helpdesk Services: A Case Study on Transitioning from an Incumbent Vendor to Ripton Solutions
Our customer, a leading organization in the finance industry, was facing significant challenges with their incumbent vendor in managing their IT helpdesk services. The low customer satisfaction (CSAT) or Net Promoter Score (NPS), low self-service adoption, high reopen ticket count, and low SLA compliance were hampering their IT support operations. In search of a reliable …