RTL Networks provides outstanding customer support in a high-volume help desk environment, handling over 70,000 incidents per year. We answer calls, address specific queries, troubleshoot problems and issues, interact with other members of the IT team, carry out supplementary IT tasks, work on new applications, and liaise with external IT support groups as needed.
Our team maintains a same-day closure average of 95% of all trouble tickets. We also maintain an annual Help Desk customer satisfaction level of 95% as determined by a Customer Satisfaction Survey.
We perform the following services:
• Assist in data entry, report generation and general office support
• Answer the phone and create incident tickets
• Monitor the incident management email not imported queue
• Respond to questions from users on standard hardware and software problems, operations, and software error corrections
• Provide analysis reports on technical solution evaluations and recommendations
• Provide accurate and timely logging of problems in the incident management system
• Maintain communications with customers during the incident resolution process
• Utilize superior customer service skills