Service Desk Support
Help Desk Services
Apollo helps our multi-vertical customers solve the challenges that come from rising costs in non-standardized tools and processes, insufficient ability to provide 24-hour service, and low customer satisfaction.
All of our flexible solutions and services use smart technology and automated processes. We combine our industry-leading best practices, certified professionals, and Information Technology Infrastructure Library (ITIL) practices to deliver significant cost-savings and value to our customers.
Our industry-recognized support professionals seamlessly work with our partners’ technical help desk utilizing efficient and effective right-shore methodologies. We strategically place our professionals on site, within the U.S. and around the world so that the solution makes the most sense not only for your bottom line, but also for yours and your customers’ experience.
Key capabilities and features:
- Recipient of the leadership ranking in Gartner’s Magic Quadrant
- Optimized budget and resource allocation
- Cost-effective multi-lingual support centers
- Increased productivity and customer satisfaction
- Integrated enterprise-wide management control and reporting
- Standardized and optimized processes and streamline procedures
- Automated service-level reporting and tracking
- Solutions that comply with both industry and our partners’ compliance requirements, including ITIL, COBIT, SaaS 70, and HIPAA
- Assessment of your support operation and determination of how our solutions can positively impact your bottom line and your customer’s experience
Account Administration
Apollo provides a cost-effective, secure and compliance-focused solution for account administration. Our workflow processes are designed to align with the most stringent compliance and IT processes, alleviating the pressures that come with administration of multiple applications.
Key capabilities and features:
- Account creation
- Account modification
- Account deletion
- Account audits and compliance
Mobile Device Support
With our sophisticated technology and team of Apollo experts, we can work with your organization to support a number of mobile devices.
Key capabilities and features:
- BlackBerry ® Enterprise Server (BES) access and administration
- Active-Sync
- Online training and access for mobile devices
- 24/7 support for mobile users and specific workflow for your leadership team
Business Process Services
From account administration, to compliance, to procurement, our ultimate goal is to improve productivity and reduce costs within your organization. Our experience and industry leadership is unmatched, as is our emphasis on organizational efficiency and proactive reduction or elimination of repetitive workflow.
Key capabilities and features:
- Increased productivity in overall business processes
- Reduced costs within your organization
- Eliminated repetitive workflow
Variable Service Models
Apollo’s variable services are tailor-made, outsourced support strategies focused on an integrated solution. Our flexible models allow your organization to maintain control through your existing support operations, as our team becomes a seamless extension of your support professionals.
Key capabilities and features:
- Flexible support strategies to meet your needs
- Highly- qualified, integrated support team
- Accessible network of Apollo support professionals
- Augmented support model
Proven Transition Methodology
Apollo recognizes that successful service desk support implementation programs are built upon six key elements of success. Our methodology is consistent with ITIL standards and enhanced by Apollo’s industry-recognized best practices.
These elements not only assist in structuring the engagement, but they are the elements needed to successfully communicate and deliver critical support strategies to customers. Our program management and implementation team will address performance in these six areas during all phases of this project.
We apply our exclusive six key elements methodology to accurately assess, design, and implement best practices to meet your business challenges. These elements not only assist in structuring the transition and operational phases, but they are the elements needed to successfully communicate and deliver critical support strategies to customers.
The key elements were developed as an interrelated and interdependent prototypical model that exists at varying levels of development in organizations today. They act as the foundation on which the building blocks of successful business structure and process can be assembled for strategic value-add support services. Understanding the necessary alignment and dynamic relationship between the elements enables you to develop a blueprint for achieving a total business solution within your help desk organization.
