Service Desk

The key to end user happiness.

We take your end users’ productivity seriously. That's why we’ve invested in sophisticated tools for remote management, staffed our Richmond Hill office’s state-of-the-art service desk with advanced support analysts, and pay special attention to quality in every call we take and every step of the process.

The service desk supports users across the country and provides 24/7/365 remote support in English and French. Once an end user makes a service request – be it by phone, email or web form – we aim to resolve that call through the service desk in as short a time as possible. At any point during a service call, we can also connect remotely to your users’ desktops if required.

Compugen records every call to the service desk and employs a full time Quality Manager (QM) to oversee the service level each analyst is providing. The QM reviews analysts’ quality reports daily and provides individual coaching based on scheduled and random reviews of customer calls. Through ongoing analysis and coaching, we are able to provide service that constantly exceeds the expectations of your staff.

Want more flexibility? By always managing to your Service Level Agreements, we can provide service desk capabilities that mean you’re always covered in case of vacation or illness.

Onsite Support

For when remote assistance isn’t enough.

For those calls that cannot be resolved through our service desk or remote access control, desk-side support is the solution. Physical upgrades of equipment, moves, and installations are just a few of the reasons you might need a technical expert to visit your users.

By figuring out the right mix of onsite and service desk resources we can help you cut your costs and provide a higher level of support to your team.

Some of the factors we consider are:

• User population: We work with companies ranging in size from five people to several thousand
• Type of service: Choose from a combination of fixed schedule visits, full-time resources, or dispatched technicians
• VIP users: Every company has individuals that require exceptional response and support levels

By tapping into Compugen’s team, you have local access to national expertise. We have Compugen offices and Compugen technicians across Canada, meaning we can solve problems quickly and help your end users get back to work in no time, regardless of where they are located.