Domain Competency Quasar Infotech's focus is in supporting products and services in the following technology domains: Desktops (PCs, Mobile PCs, PDAs, Hardware, OS, Applications, Mailer Clients, Utilities) Internet (ISPs - Dialup, Broadband, Mail, Access, Hosting) Wired and Wireless (Devices, Services, Applications, Utilities) Enterprise Infrastructure Components (Servers, Networking) Proprietary products and applications / Niche Applications Performance Management Quasar Infotech is a an active member of various forum [Supportgate] that are geared towards helping organizations research, investigate and report on service levels that serve the Help Desk industry. Quasar Infotech adheres to SLAs, which detail performance norms like Response times Resolution times First Call Fix Ratio (FCR) Pending cases (% of open cases in 24 hours, 48 hours) Average Call / Chat Duration Call Abandon Rates Periodic reporting of performance parameters Delivery Capability 7x24 support facility in Bangalore (India) with multiple redundancies. Intellectual Property: A self-help tool that helps as first level of support services. Well-defined performance metrics and quality assurance processes. Documentation of all business-critical processes. Best-in-class tools for support help desk management, knowledge management and reporting. QLabs: Simulation center for building competence on new technologies and providing advanced   troubleshooting and support services. Our People Quasar Infotech's technical support agents are selected from premier engineering campuses & computer training institutes in India have extensive experience in various technology domains and good communication skills are required to maintain minimum levels of demonstrable expertise (3rd party Certifications, Test   scores, Independent Expert Ratings) are technically trained (and supported) in a continuing program by the QLabs team are well-trained on etiquette and customer relationships, providing user-focused and friendly support Our Processes Quasar Infotech has a set of processes in place that: are well-defined and documented puts emphasis on metrics - quantifiable results undergo strict Quality Controls are subjected to periodic Audits adhere to SLAs that specify Performance norms are Customer Satisfaction-oriented aims at Customer Ownership