Sit Back, Relax and Let GDC Handle IT.

Please use the email form to request a free consultation with one of our technology specialists or call (866) 966-4562 for immediate assistance 8am – 5pm EST Monday through Friday.

Email GDC via Contact Form
 
 

State – Local Government & Education

Multilingual Technical Support Anywhere, Anytime For Your Enterprise

Improve Enterprise Efficiencies and Effectiveness

GDC is a progressive consulting firm providing a Support Center solution to enable your workforce to be more productive. We can help improve your company's effectiveness with 24-hour support, 365 days a year, allowing you to focus on your core business objectives while reducing your technical support costs. When you partner with GDC, you gain a relationship with a Help Desk Institute (HDI) Platinum Member focused on the latest strategies, best practices and techniques. We also maintain active certifications in ITIL, a leading IT Service Management framework.

Put the Power of Experience and Knowledge of Managing a Robust Support Center to Work for You

What makes our Support Center exceptional is the powerful convergence of people, process and technology — at an attractive price. Our trained technical experts represent a significant source of our competitive advantage. By implementing proven processes and technologies, we are able to shorten resolution time, identify incident trends and anticipate training needs. We increase responsiveness to your business constituents, which ultimately helps you secure the reputation of providing quality service to your customers every day.

Our state-of-the-art technology and streamlined workflow processes will lead to higher customer satisfaction levels. We establish business relevant Service Level Agreements (SLA) that facilitate standardized Key Performance Indicators (KPI) and performance reports. These tools enable us to reduce your number of recurring IT-related incidents, providing a more stable environment to maximize employee productivity

Support Center Benefits

  • Ability to align your internal staff with strategic or mission-critical projects and less on tactical operations
  • Extended coverage without the need to hire new staff during off-hours when call volume is nominal
  • Single point of contact for your customers
  • Reduce management time associated with managing internal staff in support of mundane, and most often, non-challenging work
  • Ability to leverage a proven, well-structured and disciplined support organization
  • Improve your visibility of how well your customers are being served through the consistent use of standardized performance metrics

Key elements of GDC's Support Center

  • 24x7x365 Operations: Availability around the clock to ensure your employees' technology needs are being handled. Multiple forms of communication are supported, including phone, email, fax and instant messaging.
  • Multilingual: In today's global economy where diverse workforces and international operations are the norm, having a centralized Support Center that can effectively collaborate is critical to success.
  • Hardware and Software Tools: For a high-performing Support Center, it is imperative to have the right tools working for you. GDC utilizes Symantec's Altiris software coupled with an integrated IP telephony system from Cisco Systems.
  • Service Level Agreements (SLA): A negotiated agreement specifying the expectations of service, including priorities, responsibilities, guarantees and performance. GDC has developed a set of standard SLA's that you can choose from as well as the ability to support a client-specific SLA. Standard SLA's include:
    • Call Abandonment Rate (CAR): Percentage of calls that were abandoned before being answered.
    • Average Speed to Answer (ASA): Average time it takes to answer a call, for example, 90% of calls answered within 30 seconds.
    • First Call Resolution (FCR): Percentage of calls that were resolved during the initial call to the Support Center.
    • Time to Resolve (TTR): Time needed to resolve a problem or request. TTR generally differs based on the severity of the problem or request.

Request a Free Consultation Today.
Email GDC or Call (866) 966-4562 Between the Hours of 8am–5pm (Mon–Fri) for Immediate Assistance.