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Help Desk
Soroc’s Help Desk offers customer support, call center management, help desk, remote fix, self-service and EDI services.

The Help Desk leverages its expertise, certifications and advanced technology to deliver rapid incident resolution.
Soroc Value Advantage
Rapid Resolution
Resolve 85% of incidents in the first call and enables our field technicians to resolve 95% of incidents on the first visit.
Customized
Create a custom knowledge database for each client to drive faster resolution rates and also provide self-service access for clients and end-users.
Efficient
Use advanced technology to log, track, troubleshoot, resolve and report incidents throughout the entire resolution cycle.
Quality Service
Received a 94 - 96% customer satisfaction rating for responsiveness, quality, professionalism and performance.
Expertise
Soroc’s Service Desk team holds a host of certifications in all major manufacturer products. Soroc also certifies in industry-specific and client-proprietary systems and software.
Help Desk
  • Central point of contact with option of dedicated 1-800 number
  • Bilingual, 7x24x365 support
  • Specializing in Desktop and POS verticals
  • Integrated Knowledge Base, Known Error Database
  • Incident lifecycle management – escalations to 3rd-level support internally and with external vendors
  • Contact methods – email, phone, self-serve, EDI
  • 30 sec. average speed of answer
  • Avaya Automated Call Distributing system – skills-based call routing connects users with the analyst best-suited to respond to their incidents
Self-Serve
  • Self Serve knowledgebase enables the end-user to resolve their own ‘how-to’ questions / incidents
  • When necessary, the end-user can escalate incident to the Help Desk to manage
  • Allows Help Desk to focus on critical/urgent incidents
Real-time Information
  • Integration with client’s system to enable end-users to submit incidents electronically to Soroc via their own incident management tool
  • Secure protocols used to ensure data security
  • Resolution status automatically updated in client’s system
Remote Fix Services
  • Soroc utilizes different tools for remote desktop support depending on client security requirements
  • Reduces the number of incidents dispatched to Desk Side and Field Technicians
  • Increases First Call resolution rates
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