Help Desk services

Making a sale is only the start. Supplying hardware and software is the simple part of providing digital signage solutions.What happens next is important; Our team of dynamic Help Desk professionals focuses on client service, striving to resolve our client’s technical issues. Our aim is to meet and exceed client expectations. We are a technology company, but we are also a services company and as such, we aim to cultivate long term mutually beneficial relationships.

Help Desk

This team faces special challenges that differ from other customer service functions. Finding the perfect balance between customer service and technical aptitude is the goal. Technical aptitude alone will not ensure success as a help desk. Training in both technical, and specialised customer contact skills are pre-requisites for a successful help desk team.

To ensure we offer an exceptional customer experience, we focus on:

• Addressing the knowledge/skills gap
• Providing a standardised exceptional customer experience regardless of end-user knowledge level
• Optimising support processes to maintain the balance between customer centricity and technical efficiency
• Updating and providing user-friendly troubleshooting guides

An experienced team

Our Help Desk team members, have over 30 years of combined IT & telecommunications experience, with a range of technical qualifications including IT diplomas such as A+ & N+ and more in-depth networking diplomas like CCNA & MCSE. On the process business side, the Help Desk also has qualifications in ITIL & Cobalt.

Naasief Bedford, Head Technical Support Technician at ODM: “Our role is about using technology to help our clients and stakeholders accomplish their business goals. They are looking for a pro-active, reliable, accountable and efficient service. All this while being empathetic and professional. We provide a pro-active outbound call service assisting with offline devices even before our clients experience issues in their stores. We believe when calling on us, our clients are looking for more help than service and we believe we are providing this on a daily basis. We have tailored and streamlined our call handling processes in order to meet our client’s needs whether this is with first-hand resolution or providing clients with traceable call references. This fosters reliability and accountability and ensures our client’s expectations are met without any added frustration or escalation. Our call quality rating process evaluates and scores our Help Desk professionalism and soft skills. This also allows the business identify problems, maintain quality standards, improve the customer experience and improve the Help Desk as a whole”.

Help Desk

“Choosing the correct digital signage service provider for your business can be daunting” ads Bedford. “The business partner you choose needs to evolve as your business does and be there for the long haul. An empathetic, service driven Help Desk Team is essential for such collaborations”.

To ensure we offer an exceptional customer experience, we focus on:

Key attributes of an effective Help Desk:

• Pro-active fault monitoring
• Reliable and accountable team members
• Positive approach to problem-solving
• Analytical and process-oriented approach

At One Digital Media, we aim to provide innovative digital signage solutions and service, with emphasis on collaborative development and continued evolution to keep pace with our client’s business growth.