At most companies, an employee goes to a help desk or a service desk to get these issues solved—but what’s the difference between the two?…
FULL-SPECTRUM IT SERVICE MANAGEMENT.
As the technology you offer evolves, so should your support strategies. With today’s user expectations creating more demand than ever, it is critical that your IT support offers service that is available, effective, and efficient.
Our IT service management capabilities build quality and consistency into your IT services framework, supporting the entire user lifecycle and driving value to all users, where, how, and when they need it.
MANAGED IT TEAMS & OPERATIONS
ITIL-Certified Leadership and Staff
Proactive ANALYTICS & Monitoring
NPS & CUSTOMER SATISFACTION
WHY IT SERVICE MANAGEMENT?
Our approach is to work rapidly, capably, and collaboratively with our clients to deliver effective, high-quality, critical services, continually evolving with your operational needs.
Meet fluctuating demand with scalable teams and realistic ramp plans that accommodate your needs.
FASTER Response Times
Precision workload balancing, scheduling, and management to ensure every inquiry gets answered.
Increased Support Quality
Quality-oriented service focused on accuracy, completeness, and customer satisfaction.
Enhanced End User Experience
Workflow and SOP designs which are oriented to deliver value to the user base, addressing business and technical needs.
Ensuring all team members are effectively utilized via a balanced scorecard that measures all critical factors.
Focusing on upstream and downstream escalations and workflows to identify areas to increase FCR.
HOW WE SUPPORT YOU.
Our teams bring years of experience across all major industries, delivering support to Fortune 100 enterprises as well as local organizations that require a different approach. We work with all major Tier 1 CRM, EHR, ERP, and ITSM platforms and can seamlessly integrate with your systems.
Industry Best Practices
We work with our clients to ensure alignment with key methodologies such as ITIL, while driving value through the adaptation of automation, knowledge management, leveraged technologies, customized user experiences, and feedback loops.
Rigorous Root Cause Analysis
Our analytics don’t just look for trends. We highlight the anomalies that help pinpoint potential opportunities for efficiency and improvement while conducting RCA, Pareto Analysis, and other methods such as Kepner-Tregoe problem analysis.
HOW WE DELIVER.
UNDERSTAND YOUR NEEDS
We get to know you and your needs first. We survey your environment to understand how the user base accesses, requests, and uses the technology you offer, while also assessing where your users are, who they are, and what they expect.
BUILD CUSTOM SOLUTIONS
Our solutions are custom-built around driving value to your user base and to the organization through simplified workflows, targeted support, and adaptable technology.
PROVIDE EXPERT DELIVERY
We continually monitor our team’s success against a balanced scorecard to ensure a complete view of performance while providing informed recommendations based on the user experience and issue patterns.
WHO WE SERVE
SUPPORTING ALL INDUSTRIES.
Backed by Insight Global, a top 10 staffing firm in the U.S., Evergreen is capable of supporting the corporate environment across all industries.
BANKING & FINANCE
Media & Entertainment
PROVIDING GLOBAL, AROUND-THE-CLOCK IT SERVICE MANAGEMENT SUPPORT.
Our client, one of the largest global law firms, was seeking a partner to transition and deliver seamless service desk support in a 24x7x365 coverage model. This team would need to serve as the front line for the firm’s IS division and assist the IS organization in managing processes for incidents, changes, service requests, and problems. In parallel with this effort, our client was migrating from their current ITSM platform along with a new IVR integration and was seeking a valued partner to advise on system design, workflow creation, best practices, and key value-added features.
Evergreen designed a fully remote, dedicated service desk delivering responsive, accurate, and timely IS Support to all client staff and VIP-specific support services, augmented with our world-class level of delivery, best practices, and enabling methodologies.
- Service desk management and governance focused on ensuring transparency, driving innovation, creating scalability, responding to urgent requests, assisting with testing, and conducting analysis to identify trends.
- Develop and implement a training and knowledge management program to ensure continuity of information in conjunction with a Root Cause Analysis approach and remediation with the focus on minimization and elimination of delays, procedural defects or customer impact occurring in the environment.
- Multi-tiered team of Tier 1, Tier 2, senior, and management associates bringing a wide range of tested and verified technical and service expertise.
What to Know About IT Service Management & Support.
BLOG & NEWS.
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