Helpdesk services

1. IT Helpdesk Services © This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com

3. One of the fastest growing IT companies in India

4. Specializes in providing Managed IT Services

5. Strong Business Acumen with Technology Leadership

6. SEI-CMMi Level-3 company, ITIL compliant processes, ISO 9001 and 27001 certifications

7. Global Operations Command Center (GOCC) and remote delivery center in Hyderabad, India

8. World-class delivery engine delivering solutions to 40+ Fortune 500 companies and 150+ Global 1000 companies

9. Best-in-class top tier technology alliances and domain intensive Centers of Excellence (CoEs)

10. Highly capable global team

11. Strong balance sheet and is well capitalized2

13. Receipt, analysis, classification, recording of incidents

14. Catch , Log and Dispatch calls

15. Password resets

16. Remote Logging-in to the point of failure and applying relevant SOP for resolution

17. Pro-active monitoring using enterprise tools

18. Reporting Infrastructure and Application Support (Vendor/OEM) (l-4) Application & Infrastructure Environment Change support Onsite Support Helpdesk (L-1) E-mail Technical Support (L-2) Practitioners Support (L-3) Categorization Escalation Resolution Logging Voice (1800-xxx) End User CDBM Chat COST REDUCTION Call log DB Knowledge Shop Reports/Graphs Agent High End User Experience Servers/ Desktops/Applications 24 x 7 Dedicated as well Shared Desk @ Customer Requirements Discovery/Assets Alerts/Notifications Staging 3

19. GSS - ITIL Based Service Delivery HELPDESK 4

21. Review of survey

22. Formal & informal mechanism

23. Take corrective action

24. Average resolution time

25. Resolution time warnings to support staff(email)

26. Deviation mail to supervisor

27. Acknowledge ticket

28. Response Warning to support staff (Mail)

29. Deviation mail to supervisor

30. Aged Ticket review

31. Escalation of non acknowledgement and resolution

32. Regular ticket review5

33. GSS Helpdesk Transition Framework Due Diligence Knowledge Transfer Steady State Shadow Support Transition Planning Transition Execution / Shadow support Improved service Reverse Shadow Environment Information Risk Assessment To-Be Tools & Process design Review Requirements Detailed data collection Primary Shadow Activity Grouping & Sequencing Knowledge Transfer Setup offshore support Steady State Updated Knowledge base Better Processes X WEEKS Y WEEKS SLA Measurement starts 6

34. GSS SLM Model for Helpdesk Services Transform Transition Improve Benchmark Baseline Identify Evolution of • • Initiate • Identify the improvement metrics to • Determine current service levels through data gathered from ACD and vendor reports and from Customer defined expectations managing of best - in - class opportunities beyond SLAs metrics through ITIL operational Best Practices performance Ramp - up the • Finalize • metrics to the performance Identify target • desired levels metrics based Implement, metrics to • as agreed on current control and align to levels and measure business Sustain the • benchmark improvement objectives of metric initiatives customer Draft SLA Freeze SLAs Measure SLA Review Transition Period x Months y Months Institute set of processes & methodologies to enable metrics collection & monitoring Online Dashboards and Periodic Reporting Process Improvements through Best Practice Alignment 7

35. GSS Quality – Helpdesk Service Management Qualitative Measurement Quantitative measurement Incident Management Performance: Adherence to Support SLA’s, FCR , Resolution Times and customer satisfaction Call Statistics from Helpdesk tool Feedback from stakeholders CSAT surveys Agent Responsiveness: % call answered, Average talk time etc Call Statistics from ACD CSAT surveys Infrastructure Availability and performance SLA Performance and Availability statistics from monitoring tools None Adherence to Scheduled Tasks e.g.. Administration Activities, Reporting, etc Activity logs, timesheets and adherence to existing schedules and policies None Process Improvements SLA’s Periodic benchmarking against ITIL standards Trending of call statistics & availability data 8

37. Identify the areas of improvements

39. Availability of the helpdesk staff

40. Expertise of the staff – Technology, soft skills

41. Ability to resolve the requests in timely manner

42. Ability to resolve the request successfully the first time around

43. Timelines of the updates regarding the ticket status identify Conduct CSAT Implement and Monitor Helpdesk Metrics Management 9

44. GSS Key Differentiators – Helpdesk Services Regular reviews of SLAs to improve Service to users Effective, periodic reporting and improvement plans Ownership of tickets by Helpdesk and regular follow ups with users / L2 team as required Cross trained staff. Additional trainings not to impact Service to users Routine Quality checks to ensure proper ticket / call handling Ongoing updates to user information as required Dedicated training program for language skills Appropriate staffing levels to ensure SLA adherence Helpdesk can guide users with Self-Service options available 10

45. Sample SOP 11

46. 12 Sample Metrics 12

48. Business

49. Expensive infrastructure management

50. Data insecurityTier 1 Incident Management     Applications Monitoring     Client File Monitoring     24/7 Client Files Monitoring Resolution Management     Business Process Monitoring    X 17 13

51. Q & A 14

52. Thank You © This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com