Maayan Technologies provides dependable Helpdesk Outsourcing Processing to manage helpdesk requests from ticket creation to closure with speed, accuracy, and full traceability. We handle the complete processing lifecycle request capture, ticket logging, categorization, prioritization, routing, troubleshooting coordination, follow-ups, escalation management, documentation, and closure updates so your support desk runs smoothly without operational gaps.
Our helpdesk processing supports L1/L2 service desk workflows for internal IT and customer-facing environments, covering incident logging, password/access resets, email/VPN/Wi-Fi support (basic), software/application support, installation configuration guidance, device/hardware basic checks, service request fulfillment, knowledge base updates, and L3 escalation coordination (as required). We follow SOPs/runbooks and quality frameworks to ensure consistent service delivery and SLA adherence.
Maayan Technologies operates on your preferred ITSM/helpdesk tools (ServiceNow, Jira SM, Zendesk, Freshdesk, Zoho Desk, Salesforce Service Cloud, etc.) and can integrate tickets from email/chat/WhatsApp (optional). With QA audits, dashboards, and MIS reporting, we track KPIs such as FCR, MTTR, AHT, backlog, reopen rate, and SLA compliance. Flexible engagement models and optional 24x7 coverage are available.
Key Highlights
End-to-End Helpdesk Processing (Log Triage Resolve Close)
L1/L2 Support + L3 Escalation Coordination
Accurate Documentation + CRM/ITSM Updates + Follow-ups
QA Monitoring, Coaching Continuous Improvement
KPI Dashboards + Daily/Weekly MIS Reporting
Scalable Teams + Optional 24x7 Support
Service Type: Helpdesk Outsourcing Processing (End-to-End Ticket-to-Closure) Processing Scope: Request Capture, Ticket Logging, Categorization, Prioritization, Routing/Assignment, Troubleshooting Coordination, Follow-ups, Escalation Management (L2/L3), Documentation, Closure Updates Support Level: L1 / L2 (L3 Escalation Coordination Optional) Channels: Voice / Email / Chat / WhatsApp (Optional) / Ticketing Portal Support Coverage: Incident Logging, Password/Access Resets, Email/VPN/Wi-Fi (Basic), Software/App Support, Installation Configuration, Device/Hardware Basic Checks, Service Requests, Knowledge Base Updates Shift Coverage: 8x5 / 12x6 / 24x7 (As Per Contract) Customer Type: Internal IT Helpdesk / B2B / B2C / SaaS / Enterprise (As Required) Languages Supported: English, Hindi, Tamil + Regional Languages (On Request)
Tools/Platforms: ServiceNow / Jira Service Management / Zendesk / Freshdesk / Zoho Desk / Salesforce Service Cloud (Client Tools or Provided) | AnyDesk/TeamViewer (Optional) Quality Framework: QA Scorecards + Ticket Audits + Call/Chat Monitoring + Coaching + Compliance Checks + RCA Reporting: SLA Compliance, FCR, MTTR, AHT, ASA, Backlog, Reopen Rate, Escalation Rate, CSAT/NPS (If Enabled), Productivity MIS SLA: Yes (Response/Resolution Targets + Escalation Matrix) Security Compliance: NDA + Role-Based Access + Data Handling SOPs + Audit Trails + Call Recording (Optional)
Engagement Model: Per Seat (FTE) / Per Hour / Per Ticket / Per Incident / Fixed Monthly / Hybrid Minimum Order: 1 Seat (FTE) / 1 Process Service Location: India Delivery + Global Time Zone Support (Optional)
