What is ePlus Service Desk

 

What is ePlus Service Desk

ePlus Service Desk is a managed support service offering that provides Level 1 and Level 2 technical support, acting as a centralized contact point for users’ IT issues. ePlus+1
Its goal is to reduce the burden on internal IT teams, improving service, consistency, and cost predictability. discover.eplus.com+1

Key Features & Support Offered

Resources & Support:

  • 24/7/365 support for Level 1 technical issues. discover.eplus.com

  • Support delivery models include:
    • Shared US-based staff
    • Dedicated US-based team
    • Offshore support (Philippines) discover.eplus.com

  • Channels include phone, email, chat, and remote desktop support. discover.eplus.com

Customer Experience & Management:

Quality & Process Controls:

  • Follows ITIL-certified processes and industry best practices. discover.eplus.com+2ePlus+2

  • Knowledge base articles, call recording, “whisper” feature (for coaching), auto callbacks, and monitoring hold times. discover.eplus.com

  • Regular Service Business Reviews (metrics, SLA performance) for continuous improvement. discover.eplus.com+1

Benefits / Outcomes for Customers

Customers using ePlus Service Desk can expect:

What Makes ePlus Service Desk Different

  • Flexibility in model: shared vs dedicated vs offshore, combinations thereof. discover.eplus.com

  • US-based staffing options and emphasis on long agent tenure. discover.eplus.com

  • Holistic customer experience tooling: custom greetings, voice/chat, feedback loops, VIP user paths. discover.eplus.com

  • Strong process discipline (ITIL, quality control) and transparency through reporting and reviews. discover.eplus.com+1

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