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Support helpdesk

Overview

The ability to supply customers with high-quality technical support can be a key differentiator for your product. Many small and medium-sized organisations find themselves having to use expensive development resources to provide the level of support needed, preventing them from working on revenue generating projects.

To prevent this GodelTech offers an outsourced technical support helpdesk that leaves your developers free to work on product enhancement or new development projects.

High-quality and cost-effective helpdesk support

Initially we will undertake a skills transfer to ensure we have the necessary knowledge to provide the high level of support that your customers expect. Then we will take over your technical support helpdesk by providing a UK-based front end to handle and manage all the calls.

Calls made to this helpdesk will then be seamlessly backed off to our software centres of excellence in Belarus and Romania, providing a high-quality and extremely cost-effective service.

The service will be custom-designed around your requirements utilising ITIL standards and covers:

  • Customised online support system and knowledge base that provides a single point of contact for all support and total incident management
  • SLA based on your priorities
  • In-depth and regular reporting enabling you to identify product areas that may need attention

We provide first line technical support for many of our customers’ products delivering a seamless and high-quality service for the end user.

To find out more about how outsourcing your technical support helpdesk can help your organisation improve service and reduce costs, contact us on 0161 219 8101.

"We shifted our requirements a number of times during our discussions with GodelTech and they were able to handle this with no problems. They were always very responsive and proactive to our needs and despite the number of changes the whole project only took some two to three months from inception to going live. "
Mark Wright, Head of Service Management, UHSM
"We needed to move quickly and Godel were adaptable enough to pick up the project ‘mid-flight’ and take it forward. We were working to challenging timescales and with evolving requirements and our partner needed to buy-in to these demands. Godel has got a very good, commonsense methodology that helps to guarantee project success. "
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