IT Helpdesk Services

IT Help Desk Outsourcing Services

With the rise of connected traveler, it has become imperative for travel service providers to be responsive and deliver anytime anywhere services. A high performance technology infrastructure with a robust backend support can enable them to meet these dynamic business needs and ensure smooth operations.

Acknowledging this need, IGT offers helpdesk services to provide round-the-clock support for IT applications and software systems. This enables organizations to be responsive and deliver their services without being impacted by any IT related issues.

IGT Offerings

IGT’s Application Support Helpdesk captures and prioritizes maintenance requests, identifies unresolved calls and enables express resolution.

IGT helpdesk provides the following services:

  • ITIL based support
  • Incident and problem management
  • Travel applications support (e.g. PMS, CRS)
  • L1/L2 support for all IT software and support related issues
  • Catching and dispatching process to various resolver groups for end resolution
  • Management of all change requests & application servicing
  • General troubleshooting assistance like Internet Connectivity Support, Website Navigational Support
  • Quality assurance and audits for all tickets handled, ensuring better quality and faster turnaround of end-user requests

Business Value

Integrated Omni-channel Resolution

Resolution of 4000+ cases per month across multi-channels like voice, email and online portal for a leading travel technology provider

Improved
Productivity

95% FCR rate consistently for a leading hotels technology provider

Superior Business
Performance

Improved customer satisfaction (CSAT) for a leading hotels technology provider

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