Service Desk Support: IT Helpdesk Support Services | HCL Technologies

IT Enablement & Service Desk


The hyper-connected millennial workforce is more empowered and enabled than ever before by virtue of cloud and mobile technologies. They expect to work seamlessly from anywhere without compromising on productivity, necessitating the IT service desk to support a diverse range of technologies and platforms. Additionally, IT service desks are expected to deliver a high degree of personalization, convenience, and speed; a failure in this regard will adversely affect employee motivation and performance, and Field Service Management (FSM) as well. HCL manages more than 20 million IT service desk contacts annually, for over 160 enterprise customers, thereby creating new age workplaces and providing helpdesk support services. Further more, our TITEN suite facilitates Windows migration as Windows 8/Windows 10 provides consistent user experience across multiple devices. Consequently, organizations can reap the benefits of increased efficiency through automation, pre-emptive resolution of issues, and accelerated Windows migration to Windows 8.

At HCL, we also realize that modern day organizations grapple with the challenges of Managed Print Services (MPS) and Field Service Management - optimizing printer fleets and creating field service support capabilities across the globe. In order to address issues pertaining to Managed Print Services, we have entered into a comprehensive strategic partnership with a global leader in Workplace and Digital Printing Solutions. HCL’s expertise in infrastructure management combines with our partner’s best-in-class imaging and printing technology, thus going beyond Managed Print Services and delivering Managed Content Services (MCS). Our solution incorporates rigorous processes, a phased implementation strategy, and innovative technology. Organizations will benefit from proactive and intelligent support, reduced waste, and automated paper-based processes.

To combat challenges in Field Service Management, HCL has a robust partner ecosystem, spread over the world and providing multi-lingual support. This allows us to leverage global sourcing to provide remote and onsite support along with improving the ratio of remote vs. onsite through consistent high-touch services. Enterprises will, therefore, enjoy end-to-end Desktop Network Life Cycle Management services, enjoy 65% of the desktop support remotely, and drive down desk-side visits by 20-30%. We also believe that desktop operating systems, desktop applications, desktop security, and deployment will be key focus areas in the near future. Thus, we have set up desktop mnagement factories for desktop-centric services.