Help Desk & Infrastructure Solutions
Y&L Consulting takes a unique approach to Help Desk/Service Desk solutions. For the clients we serve in this capacity, we have created customized onsite/off-site and offshore combinations. Based upon our experience, we are able to create “boutique” help desks that completely meet the needs of our clients.
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Our Service Support, Management & Delivery Offering
The Right Fit For Your Company
Many of our competitors operate stand-alone Help Desk configuration centers and simply “make room” for your employees’ calls by carving out a set number of operators. These operators generally open tickets and then forward them to designees within your company with very little to no follow-up afterward. Not capable of anything beyond simple password resets, your outsourced Help Desk becomes a “No-Help Desk”, according to your employees.
Instead of following this model, we create onsite, well-staffed, micro-help desks. Each site has an experienced help desk manager who is well versed in creating and managing agreed upon Service Level Agreements and Metrics. We then staff your help desk with individuals who can independently address Tier 1 and Tier 2 issues and work with your internal team on more strategic Tier 3 issues. To provide evening and weekend coverage, we have either U.S. citizens or individuals from one of our five offshore centers available, depending on your preferences and budget.
Here are some recent comments from NuStar Energy employees regarding some of the members of their (Y&L) Help Desk team:
“The help desk is amazing. Everyone on the business side that I have spoken to about it has nothing but great things to say about it. It’s so much better than what we had with [previous company].”
“On Thursday, I called the help desk and was pleased with Daniel Villarreal. He was able to answer my questions and take care of my needs. I know you have a lot of sharp individuals, and he is one that you can brag about.”
“It was great that I did not have to wait for a call back from the help desk. Once John got on the line and understood my issue, he took care of it immediately. Great job! Thank you!”
Some of our local help desk clients include NuStar Energy, Tesoro, SwRI, SWBC and HVHC (POS Implementation Team).
Y&L’s IT Infrastructure Services
CLIENT: SOUTHWEST RESEARCH INSTITUTE Southwest Research Institute® (SwRI®), is one of the oldest and largest independent, nonprofit, applied research and development organizations in the United States. SwRl’s 11 technical divisions offer a wide range of technical expertise and services in such areas as chemistry, space science, nondestructive evaluation, automation, engine design, mechanical engineering, electronics and […]
CLIENT: NUSTAR ENERGYL.P. NuStar Energy L.P. is a publicly traded, limited partnership based in San Antonio, with 8,433 miles of pipeline; 84 terminal and storage facilities that store and distribute crude oil, refined products and specialty liquids; and two asphalt refineries and a fuels refinery with a combined throughput capacity of 118,500 barrels per day. […]
Providing help desk support to employees as well as IT infrastructure support can be a challenging task for a large organization with onsite, offsite and offshore locations. One of the largest independent liquids terminal and pipeline operators in the nation, was faced with such a challenge. Y&L’s solution was to combine the right people, processes […]
During the first year of a help desk engagement at one of our newest clients, Y&L help desk analysts noted two major spikes in employee password resets. During those times, help desk associates were overwhelmed and service levels decreased. As a result, internal customer satisfaction with the internal help desk took a hit. The first […]
Going beyond traditional help desk support, Y&L Help Desk consultants know that it is part of their mission to uncover cost saving opportunities and process accelerators. During the course of working with one our client’s, our associates identified a significant cost-saving opportunity. When tracking down loaner cell phones, Y&L Help Desk associates discovered our client […]
Since 2001, our client began to grow independently from their parent company. They quickly outpaced their initial IT infrastructure staff, support model, and processes. Initially, the company utilized internal employees to provide help desk support for the corporate headquarters, which housed over 500 employees. This support model, however, was not sustainable nor scalable to service […]
Our client was looking for a way to make their IT department more approachable and valued by their employees. Taking from the success of the “Genius Bar” concept from Apple Stores, Y&L Help Desk leadership suggested creating something similar inside the client’s headquarters location. In working with the client, a space was allocated on one […]
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