A help desk that follows the sun, so your engineers can stop answering it.
A 24/7 multilingual Level 1/2 help desk run from three regional pods, AMER, EMEA and APAC, that escalates to Xcelocloud engineers without a new ticket or a new team. Your end users keep one incident number from first contact to closure.
A 4,000-user manufacturer runs plants in Ohio, Poland and Malaysia. Night-shift password resets and VPN issues were landing on two U.S. engineers’ phones.
The EMEA and APAC pods take overnight volume on the same XceloHub queue. First-call resolution climbs past 85% within the 90-day characterization period, and the two engineers go back to the infrastructure backlog.
What end users get
How many tickets a month?
Monthly tactical, quarterly strategic, weekly status. Every tier gets the same 24/7 operation, the same service levels and the same monthly reporting; the tier sets staffing baseline and review cadence.
Choose a coverage window
- Follow-the-sun through AMER, EMEA and APAC pods
- Business-hours and after-hours targets both apply
- Holidays covered
Service level targets
Measured monthly, published in XceloHub by the fifteenth business day, reviewed with you at every business review. Where a target is missed, you see the root cause and the corrective action, with an owner.
| Metric | Channel | Target | Attainment |
|---|---|---|---|
| Average speed to answer, business hours | Phone | 60 seconds or less | 90% |
| Average speed to answer, after hours | Phone | 120 seconds or less | 90% |
| Abandon rate, business hours | Phone | 8% or less | 90% |
| P1 / P2 / P3 ticket response | Ticket | 15 / 30 / 60 minutes average | 90% |
| Conversion to ticket | Email, portal | Under 60 minutes business hours | 90% |
| First-call resolution | All | 85% of eligible contacts | Reported |
| Customer satisfaction | Survey | 4.0 of 5.0 or greater | Reported |
Every ticket, alert, change and report lives in one place.
XceloHub is the platform Xcelocloud built to run every service it delivers. Global Service Desk runs on it alongside every other Xcelocloud service you buy, so the record, the governance model and the SLA are the same whether the work is reactive, always-on, scoped or on site. Integrates with the ITSM you already run.
Talk to an engineer about Global Service Desk.
A free advisory session, scoped to your environment and your vendors. Partners: ask about delivering this under your own brand.