EarthLink (Nasdaq: ELNK) has added help-desk services to its growing portfolio of IT services, a move the company says will help business customers' IT staffs focus on more critical issues.
Building on its recently launched Cloud Workspace solution, TechCare is a fully managed outsourced help-desk service that provides customers with an integrated offering that can be custom built to meet a particular business's profile.
Staffed with North American technology experts, the service is aimed at not only answering calls quickly, but also helping businesses define thresholds for escalations and creating a ticketing and reporting system to meet unique needs.
"EarthLink TechCare provides the help desk functionality to keep internal users productive without consuming internal IT resources," Michael Toplisek, executive vice president of IT Services at EarthLink. "This solution can significantly reduce the cost of providing help desk support compared to an in-house service, and enables IT staff to focus on more strategic revenue generating initiatives."
Among the standard service components are traditional every day elements, including: support of any end-user device, VIP support levels, online reporting tools, trouble ticketing system, 24/7 or 9/5 options, client satisfaction reports and ITIL best practices. In addition, EarthLink will keep an inventory of all of that businesses' IT environment equipment (networks, devices, printers, partners, applications, peripherals, VIPs) and associated escalation thresholds and processes for third party vendors.
EarthLink's ongoing IT services move reflects a growing trend that service providers serving the business segment need to find other ways to differentiate beyond lower priced data and voice connectivity.
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