Helpdesk Services

Technical Support | Help Desk Services

With technology playing an ever increasing role in our lives, consumers and businesses rely on your technical support services to resolve their issues, fast and accurately. Peckham support technicians handle over 2.5 million interactions a year.  From answering simple end-user questions to providing front line ticket ownership for highly technical issues, Peckham offers customizable solutions that drive greater satisfaction, improve processes and reduce support costs. Our management has the experience and expertise to design, launch and manage a world-class technical service desk for your organization.

Launching Your Program

Peckham follows the overall approach based on ITIL (IT Infrastructure Library) and PMBOK (Project Management Body of Knowledge) standards. These standards provide best practice guidelines for execution through reliable and repeatable processes. Our experienced transition managers lead the discovery process, create and maintain the project map and Gantt chart, provide on-going communication with the customer, assign resources and problem-solve any barriers.

Customizable Services

  • Program design, launch and project management
  • Multi-channel support (phone, email, portal/web, remote assist)
  • Service span: PC’s, laptops, servers, routers, devices, L1 to L2/L3 troubleshooting, resolution
  • Single point of contact for end users – problem resolution
  • Complete tool set:Ticket management, knowledge management, online support, self-help, email, FAQ, web support portal
  • Trend analysis and reporting
  • Automated satisfaction surveys
  • VIP service

Redesigned enterprise-wide support services from 8 locations and established a consolidated global Tier 1 help desk with standardized tools and processes. Satisfaction scores average 4.7/5 out of 5 for the life of the contract.

"Despite a large number of users, the transition has gone very smoothly.  It took a lot of hard and detailed work to make this happen. Congratulations to the team"   Client’s Information Service Director.

Matthew June
Vice President of Business Services