Objectives To conduct benchmarking studies of important help desk management processes. To create a cooperative environment where full understanding of the performance and enablers of "best in class" help desk management processes can be obtained and shared at reasonable cost. To use the efficiency of the association to obtain process performance data and related best practices from regarding help desk management. To support the use of benchmarking to facilitate help desk management process improvement and the achievement of accuracy, timeliness and efficiency.

Helpdesk outsourcing may seem like an odd concept. After all, why get help for the helpdesk? But, by outsourcing some of the calls made to the help desk, you can drastically reduce IT cost and expenditure at your company. Research has shown that almost one out of every three calls placed to the help desk are in reference to forgotten passwords. When this happens, you are not only paying for employee downtime as they wait to get system access, but more serious issues may be kept waiting while technicians are helping to get a user back into the system.

VMC understands that businesses require timely, robust support solutions from professionals with technical expertise and solid customer service skills. VMC technical support outsourcing teams deliver outstanding technical support that ensures your customer satisfaction. Other companies claim support expertise or give you low-cost solutions, but VMC built its technical support outsourcing and help desk outsourcing teams from the ground up with quality product engineers and support experts who have worked with leading hardware and software companies.

Members of our team have worked on the help desk project development and management teams for Fortune 500 companies such as Johnson Wax Professional and GE Healthcare. We know what it takes to build highly efficient call centers and we will take our experience and leverage it for your benefit.

The line is blurring between the Help Desk and the Call Center. Which came first? Both, the Help Desk and the Call Center, are fairly recent phenomena, but broadly speaking the Help Desk as we know it today started to take on that form in the mid-1990's. PC's have evolved as relatively user friendly, and corporations started to use them instead of mainframe-attached CRT's. This led to an explosion in desktop computing, with inexperienced users needing assistance with complex software, new printers, routers and a wide spectrum of other technologies.

Servers and employee desktops are the core of most business and commercial networks. Systems, that are not fully functional at all times, can seriously compromise your ability to conduct business.

In any application deployment, especially in a global environment, there will inevitably be questions from users. How you respond to these questions can be the difference between a successful release and a public failure. Your investment models and ROI calculations are predicated on the users actually adopting and utilizing the new system and without easy, accessible support available, many will simply ignore the new technology in favor of the trusted, older systems.

If you are an IT leader who is seeking a solution to your help desk service and technical support needs, our help desk outsourcing service gives you the freedom to focus on your core competencies while giving your employees (or customers) a pleasant, satisfying help desk experience. Our people, processes and technology give you the information to identify trends and anticipate training needs, increase responsiveness to your internal (or external) customers, and ultimately help you secure the reputation of providing quality service to those you service every day.

Here at TS4B, our experienced body of consultants and engineers can help your organization to unburden itself from the shackles of your

Supplying enhanced computer support on shrinking budgets. Supporting increasingly complex customer support requirements. Maintaining the expanding distributed computing model. Supporting core business initiatives while supporting customers. Keeping ahead of the competition. Staffing, administering, and maintaining a help desk or call center. EDO's Help Desk Services are supported by in-depth computer systems, programming, electrical engineering, business management, Internet & Intranet development, and Quality Assurance (QA) expertise.