Specialty Application Service Desk
PCN helps you address the specific challenges related to maintaining and supporting your mission critical applications, business processes, and users with onshore, professional support teams tailored to your specific needs. We leverage over two decades of experience supporting line of business applications to develop a deep understanding of the business processes and user communities supported by your critical applications to create customized workflows and procedures for triage, resolution, and communications management.
We incorporate ITIL best practices for Incident and Problem Management and ensure service accountability with a combination of SLAs, performance metrics tracking, and management reporting. And, we build long-term relationships with our employees and actively manage employee performance and satisfaction to ensure continuity and consistency of service for our customers.
Depending on your requirements, we establish dedicated or shared help desk facilities for remote or on-site support, provide real-time ticketing system integration, and manage geographically distributed support teams. Live support is provided on an agreed to schedule, supplemented by 24x7x365 monitoring with alerts to remote resources for high-priority after-hours issues.