Client Services Technician (Call Screener)

Level 1 Analyst

Level 2 Analyst

Level 3 Analyst/Team Leader/Help Desk Manager

Insourced Solutions

Additional Services

Client Services Technician (Call Screener)

This is the first contact your end users have when calling into your Help Desk or Call Centre.  First impressions count! This level very often sets the tone and the manner in how your end user feels and deals with all other levels of your support as well as any future phone calls to the Help Desk.

Capabilities
This analyst has strong customer service skills and a good base knowledge of your technical needs and troubleshoot them.  He/she is able to quickly identify with your end user while instilling confidence and escalating the call to the appropriate level.  Opening a ticket and following up on a previous ticket are serviced at this level of support (unless otherwise specified).

Level 1 Analyst

This analyst has excellent customer service skills and technical knowledge.  As the first point of contact on the Help Desk, this analyst is the perfect blend of technical and customer service skills.

Onico's Level One Analysts are adept at the systems designated by our clients and are proficient at Microsoft Office Support.  Empathetic, patient and responsible this analyst has the ability to make the most irate end users calm, quickly establish what the problem is, and instil confidence in the end user community towards the Help Desk.

Capabilities
This analyst has an excellent technical understanding and is able to troubleshoot most calls concerning your operating system and systems and your supported software (excluding proprietary applications).  Onico’s Level One Specialists also have a sound base knowledge of networking abilities and in some required instances, Mainframe knowledge.  Onico's “Level Ones” are customer service professionals who have the ability to deal with any type of end user to ensure prompt resolution or provide proper escalation and follow up.

Level 2 Analyst

Onico's Level Two Analysts encompass all the abilities of our Level One Analysts but are technically superior in their troubleshooting skills and carry with them invaluable previous experience on the Help Desk.  They have expertise with one or more of the main operating systems, maintain excellent customer service skills, networking administration skills, and some management abilities (team leads, project leaders, etc.).  They have the ability to work within a team or individually.  Onico's Level Two Analyst's are proficient at both answering the phones and Desk Side Support.

Capabilities
This analyst has superior technical skills, customer service skills and invaluable experience.  He/She will be able to troubleshoot most calls escalated to his/her level as well as properly escalating calls to the next level as per your standard procedures.

Level 3 Analyst/Team Leader/Help Desk Manager

Onico Level 3 Help Desk Analysts, Team Leaders and Help Desk Managers are selected based on previous comparable application experience and a proven ability to manage and operate similar services. The descriptions of the above vary depending on individual needs.

Insourced Solutions 

Help Desk Management and Planning – Complete “Insourced” IT Solutions

The function of the Help Desk as the Central Point of Contact for service is becoming more widely accepted within Corporate Canada.  However many organizations are ill equipped to achieve superior service results on their Help Desk.  While some companies look to “outsource” their Desk, we believe because the Help Desk is at the core of a successful organization, it should remain “onsite” under assisted client control.   Hence the need for comprehensive value based Help Desk Support Solutions.

Technology is driving companies to be more efficient and effective.  Maintaining and improving these technologies is key to increasing productivity.  Successful organizations today are looking for Solution Providers that understand technology is only part of the answer.  People, Process, Technology, Data and Business must all be considered when striving for a “World Class” IT department.

Onico Solutions Comprehensive Support Solutions

Additional Services

Training
Onico analysts are constantly pumped with fresh techniques for the Help Desk by our onboard professional service enhancement team
ITIL Foundation Training at >50% savings
ITIL Make IT EASY presentation
ITIL Master Certification
6 Sigma Certification

Help Desk Assessment
Onico’s introspective Help Desk Assessment provides the client with a tangible hotline for comparison between “us” and “them”.  Onico’s clients will always know what makes their Help Desk tick.

“COMPLETELY DIFFERENT SEMINARS”
Onico is committed to increasing corporate awareness of the growing role of the Help Desk within Corporate Canada.  Onico conducts seminars for clients.  Onico’s seminars increase the overall productivity of Help Desks by broadening current education, awareness and empathy horizons.

“ENGAGING WORKSHOPS”
Workshops are constructed to further enhance an analyst’s knowledge on the Help Desk.  These provide an open forum for procedural and strategic brainstorming.  Onico’s workshops are creative and comprehensive - dealing with every aspect of the Help Desk.

Baseline Benchmarking
Following the Help Desk Assessment, Onico establishes a baseline from which all Help Desk activities can be recorded and monitored.  With the information gathered, a program for streamlining our clients Help Desks can be customised.

Teambuilding
Onico designs exercises customized for our clients, to reinforce a Help Desk team environment.  Producing a cohesive Help Desk team ethic is pivotal.  Onico Help Desk teams are the best in the industry.

End User Satisfaction Monitoring
End users are polled via “random select” method to determine the overall satisfaction of the Desk.  The end user must be completely satisfied before Onico is satisfied.