ITO Managed Services

With its commitment to excellence and the promise to deliver on the clients’ expectations, Euroanswer is at the forefront of the industry, constantly looking at new way of bringing added value. Our solutions help clients to develop the right strategies according to their business goals, select the right IT service providers, reduce costs and take advantage of external expertise and assets. If you feel like IT issues are taking up too much of your time and you also spend a lot of energy troubleshooting, Euroanswer’s experts are here, ready to help you! Outsource your IT/Technical support process and services to us, thus allowing you to focus more on the company’s core business and goals.

Relying on best business practices, proven approaches and technology experience, our experts are working closely with each and every enterprise in order to develop quality solutions according to its business needs. Our customizable, modular and combinable services are backed by the quality of good project discipline and communication, defining a clear set of values that make Euroanswer the preferred choice of many when it comes to IT Outsourcing. We have refined an approach that was developed to help manage and predict IT costs while increasing the business value that IT brings to your enterprise.

From the start of a partnership with a new customer, we help define a broader spectrum of performance targets, including measurable business outcomes such as increased customer satisfaction, better standards of service management, consistent standards of delivery across markets or geography, multi-lingual agents to bridge language gaps and understand support requirements.

Measurable value designed to lower total cost of ownership, and increase end user productivity and satisfaction with IT. We focus on customer experience and satisfaction, measure performance in reducing tickets per end user, through ticket avoidance and proactive problem management. We pay attention to resolutions, and constantly seek to drive resolution at the lowest cost point, thus reducing total ticket cycle time, and driving higher levels of productivity and an improved understanding of an organisations infrastructure usage.

SERVICE DESK

Euroanswer delivers world-class service desk support in the right language, from the right location, at the right time by accessing the right tools, processes and technology. Comprising of experienced, technical personnel with extensive training to meet strict standards, our dedicated Service Desk staff is here when you need it, ready to answer incidents, requests, to manage change and problem tickets. Handling thousands of interactions per month, our specialists offer prompt and reliable support in line with customers’ expectations. Our team promptly responds and manages every interaction through to resolution. We take a proactive, predefined approach using an ITIL framework. Our best business practices are meticulously followed and are constantly reviewed and adapted as part of our continuous improvement approach. Our process owners ensure the consistency of this approach across all our delivery centers. Our qualified teams work swiftly to resolve and manage incidents to satisfy your customers, by showing dedication and staying productive in the tasks they have been hired to undertake.

  • intended to provide a Single Point of Contact ("SPOC") for the communication needs of both users and IT staff, while satisfying both Customer and IT Provider objectives
  • acting as central point of contact between service providers and users/customers on a day-to-day basis
  • service desk has a broader and user-centered approach, providing the user with an informed single point of contact for all IT requirements
  • We seek to facilitate the integration of business processes into the service management infrastructure. In addition to actively monitoring and owning Incidents and user questions, providing the communications channel for other service management disciplines with the user community, a Service Desk also provides an interface for other activities such as customer change requests, third parties (e.g. maintenance contracts), and software licensing:
  • Event Management
  • Access Management
  • Request Fulfillment
  • Incident Management
  • Problem Management

Service Management Office

  • the SMO provides a center of excellence within the organization to drive efficiency and effectiveness
  • the concept has emerged largely due to the conceptual shift of businesses from simply delivering IT technology solutions to instead viewing IT as a set of services which must be fully integrated with the strategic goals and objectives of the enterprise
  • The growing realization that core competencies in IT are necessary to ensure the ongoing performance and sustainability of the business has led to an increased need to better align corporate objectives and strategy directly with the IT department
  • Given the appropriate levels of responsibility and senior management sponsorship, the SMO concept can provide an effective delivery mechanism for instilling IT governance into the organization (potentially in conjunction with a formal IT strategy committee and/or IT steering committee)

Some of the key benefits of SMO include:

  • Centralized and effective support for the integration, promotion and delivery of best practices.
  • Improved quality, value, operational efficiency and alignment to customer business models
  • Instilment of industry standards and best practices
  • Consistency of support and realization of SLA’s and performance targets
  • Ability to reap the benefits of an effective IT Governance program
  • Identify, monitor and manage (optimize) IT and business risk
  • Optimize use of resources (people, information, infrastructure, applications)
  • Align business strategy with operational strategy
  • Integrate industry standards and best practices
  • Instill relevant roles and responsibilities into service operations
  • Improve capabilities to meet strategic objectives and realize associated benefits
  • Core driver of continual service improvement

The Euroanswer Service Management Office takes specific responsibility for the following:

  • Incident Control
  • Knowledge & Training Management
  • Proactive Problem Management & Shift – Left Activities
  • Change & Release Management

REMOTE SUPPORT & DISPATCH

Exceptional customer service is our area of expertise. We can provide support for companies and help you reduce your support footprint, but retain your technical support and reach to your remote operations. Answering our clients’ need for exceptional service, we have developed proven methods for centralizing and managing remote operations that can provide reliable and proven support for:

  • Remote Diagnostic & Resolution
  • Onsite dispatch – Smart Hands
  • IMACD Management
  • EUC / Request fulfillment
  • Depot Models/ Managed Inventory
  • Warranty and Break – Fix Management