SEI provides Technical Service Desk and Admin Service Desk solutions to the small and medium sized business market, specializing in three key areas:
Internet Service Providers
Independent Software Vendors
A Service Desk is much more than a helpdesk or contact centre - The Service Desk extends the range of services and offers a more global-focused approach, allowing business processes to be integrated into the Service Management infrastructure. It not only handles Incidents, Problems and questions, but also provides an interface for other activities such as customer Change requests, maintenance contracts, software licences, Service Level Management, Configuration Management, Availability Management, Financial Management for IT Services, and IT Service Continuity Management.
What does this mean for our clients? It means that our clients get more than just a service that tries to resolve problems, answers questions, or provides information. SEI provides services which integrate with your existing business operations - customer service, billing, Tier 2/3 support, and more. Our ITIL focused processes ensure that customer interactions are handled properly from start to finish - regardless of the level at which they are being dealt.
SEI consulting services help you maximize the value from your investment in acquiring, managing or improving your existing Helpdesk or Customer Contact Centre. We provide consulting in the following areas:
Design and construction of a service desk
Business processes for service delivery
Technology selection and integration
Review, design and management of SLA (Service Level Agreement) and OLA (Operating Level Agreement)
SEI consultants have many years of project management experience in management consulting and Service Desk implementation.