Services
The modern workplace is digital and hybrid, demanding an ‘everywhere productivity’ efficiency. The next-gen service desk is an absolute imperative — and it must deliver personalized and end-to-end experiences designed for customized outcomes and enabled by disruptive technologies.
Mphasis Next-gen Service Desk designs and creates end-to-end digital workplace experiences for anytime, anywhere collaboration. Powered by AI, automation and analytics, we deliver omni-channel efficiency to reimagine workplaces, workspaces and workforces.
 | SEERR - Repeat caller framework to track a user seeking an update on their ticket and notify the resolver of the user action |
| KERD - An incident lifecycle framework that keeps a check on tickets that have been slow for resolution |
| Standard Tier Metrics - enables automated intelligent workflow routing, tier-based dispatches and bypass L1 for hardware, access restricted and business impact critical issues |
| CSI Task - analyzes the cause of defect and performs CAPA (Corrective and preventive action) via automated governance tasks for multiple scenarios (dis-satisfied surveys, reopen incidents, ticket push backs and CCMS (Complaints and Compliment Management System) |
| Closed Loop Shift Left - establishes a feedback channel between L1 and L2 / L3 resolvers via SD resolvable framework |
Mphasis’ Next-gen Service Desk delivers end user support services in a managed services model that delivers high ROI on technology adoption. Its analytics-based approach challenges the status quo and drives a continuous engineering mindset to achieve high-performing outcomes, including :
60% saving in technology leadership mind space by reducing the transactions
30% boost in user productivity
Superior user experiences