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Maximizing efficiency with comprehensive management and administration
of internal corporate systems
Support Desk Services
We help our clients raise their return on IT investments and eliminate opportunity losses with comprehensive support desk solution services. These which start with support for system deployment and administration, and extend to support desk, employee training, and IT asset management solutions
1) Support desk services
Our support desk services range from systems consulting, implementation (launch), and testing to administration. The three pillars of our system administration services are the support desk, knowledge-database management, and administrator training. Our service is not limited to outsourcing of administration, but extends to deploying numerous task-appropriate IT solutions as well as contributing to internal corporate portal development.
2) Scope
Our support desk services extend beyond internal corporate services. Our IT Support Desk Services provide support for hardware, network systems, administrative systems, computer operating systems, and office applications. In our Business System Support Desk Services, we provide support for client-specific business systems such as sales- and customer-management systems, systems support for dealers with an emphasis on enhancing the quality of alliances with dealers and other business partners, and support desk services for group companies for materials-procurement and other systems. |
 Support Desk Services
Business
System
Support Desk
Services |
ERP System Support Desk |
Procurement & purchasing, finance & accounting, sales & inventory, personnel & management |
| Sales System Support Desk |
MR systems for pharmaceuticals business, SFA systems |
| Order System Support Desk |
POS, SCM, EDI |
| Dealer System Support Desk |
Sales dealerships, securities & finance, life &
casualty insurance |
IT
Support
Desk Services |
Desktop
Support Desk |
Support desk services, IT lifecycle management |
| Server/Network
Support Desk |
Server administration and monitoring, network administration and monitoring,data center administration support desk |
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| Testing
and Certification Service |
Firmware testing (PCs, drivers, peripherals, phones and other mobile communications devices, and digital cameras), application testing, system testing |
| Total Training Service |
Training-program planning, on-site training, development of training materials, deployment of e-learning systems, development of WBT training materials, training impact analysis |
| Web Support Service |
Web content correction, contact orientation, campaign orientation, access control, log analysis, support desks |
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| Windows® XP Speed Migration Service |
Migration-design consulting, application and system testing, planning and implementation of migration training programs, Support Desk Services |
| ERP Support Desk Service |
Testing, training-program planning & deployment roadmapping, Comprehensive Support Desk Service, business process re-engineering |
| Comprehensive Support Desk Service |
Business System Support Desk Services, IT Support Desk Services, Select Services Center |
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Our Support Desk Service Model 
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Comprehensive Support Desk Service Our aim is to offer a complete suite of support desk services. To increase the return on IT investments, we fuse IT help desk and business system help desk services to do the following with a high level of specialized know-how:
1. Increase operating efficiency
2. Reduce risk
3. Streamline organizations
4. Turn fixed costs into variable costs, and
5. Use enterprise resources effectively.
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Concluding
an SLA At transcosmos, we use service level agreements (SLAs) to specify with clients the specific levels of service we will provide. The SLA forms an agreement between transcosmos and the client that clearly describes, using measurable criteria, the services we guarantee we will provide. Moreover, under the rubric of our service level management (SLM) system, after initiating our services based on the agreed service level, we regularly measure our performance against the pre-defined targets, and consult with clients to develop ways to steadily improve.
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| The Help Desk Institute |
| The Help Desk Institute (HDI), established in 1989, has worked with the support industry to develop widely recognized standards. It works to meet the industry's specialized needs worldwide by developing training and certification programs and providing valuable information to the support industry. As an official HDI partner, transcosmos is working toward standardization of support desk quality within the industry. |
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