IT Policies

IT Help Desk Services

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Executive Summary

Enterprises are increasingly looking at Help Desks to reduce operating expenses, improve operational efficiency and drive higher customer satisfaction. The overarching objective is to focus on prevention based problem management through Lean Six Sigma driven RCCA techniques applied in the ITIL framework. Genpact's Help Desk service delivers continuous business impact by linking the IT services and business process expertise to improve user productivity and maximize business value for the clients. The single point of contact global Help Desk improves end-user satisfaction and the LeanDeskSM reduces IT costs by 20% - 30%. This also results in YoY productivity improvements by 5% delivered through lean, six sigma and analytics capabilities.

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