Make Business Run More Smoothly with High Quality User Support!
Remote Service Desk
JBS provides user support that keeps work interruptions to a minimum with extensive knowledge and problem-solving know-how. We explain how to use the latest applications and IT tools in an easy-to-understand manner, enabling you to use IT services for work smoothly and streamline your work.
Service Overview
JBS provides a comprehensive service desk covering Microsoft 365 as well as work-related systems and OA equipment.* Because we are continuously improving the quality of our inquiry handling, we can swiftly respond to inquiries from end users and support your daily operations with smooth problem solving.
- PC-related, PC peripheral, etc.
Service Benefits
JBS service desk engineers with extensive technical knowledge and the experience to explain things simply so that they are easy to understand present prompt and appropriate solutions to inquiries to improve end user productivity and reduce the burden on system administrators.
- Responses with End Users in Mind
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User support professionals immediately detect the level of the end user’s IT literacy and provide an appropriate answer so smooth resolution can be anticipated. For users with more detailed knowledge of IT, user support professionals communicate more sophisticated usage methods, etc. supporting business streamlining.
- Reduce the Burden on IT Departments
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With expert, specialized support and high problem-solving abilities, this service minimizes escalation to system administrators, allowing them to focus on their original work. Additionally, accurate interviewing and communication by service desk engineers during reporting and consultation further reduces burden.
- Problem-Solving Proposals
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We analyze the monthly inquiry situation and submit a monthly report that includes system usage issues and their improvement proposals. Because we take end users’ needs into consideration through daily inquiry handling and provide feedback to system administrators, you can take effective approaches in dealing with issues.
Service Flow
Service usage commences upon clarifying your environment and escalation path.
Service Characteristics
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- The administrator has low technical capabilities or understanding and keeps asking the same thing over and over.
- Even if an inquiry is made, it doesn’t get solved for a long time and satisfaction is low.
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- It takes too long to respond to users or to escalate a problem from the primary contact desk.
- People responsible are very busy with daily work tasks and not able to identify current issues or make improvements.
- Expert Support and High Problem-Solving Abilities
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For inquiries that require investigation, aside from checking information published by the manufacturer, JBS conducts operation verification in a JBS environment or makes inquiries to the manufacturer’s support desk. With its high-level problem-solving skills, this service can be used not only as a primary contact but also as a secondary contact for existing help desks.
- Effective Use of Knowledge and Response that Keeps Users in Mind
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We harness the very latest and extensive knowledge that JBS has gained from its track record in supporting Microsoft 365 and other systems to handle inquiries. Additionally, by providing “information that is anticipated to be of interest” in addition to answers to questions, this service enables speedy problem solving.
- Visualization of Issues and Proposals of Improvement Measures
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We analyze monthly inquiry data by category, degree of impact, and causes, helping customers to visualize your issues. Because we comprehensively determine and propose the optimal improvement measures for these issues from past support experience and the situation specific to your company, you are able to consider your next steps based on these improvement measures.