Middle East and North Africa

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Mace Macro has invested a great deal in establishing a help desk facility in its Dubai headquarters to support its middle east service delivery operations as well as providing client specific stand alone help desk solutions. The help desk has the capability to provide its service across the entire Middle East & North Africa (MENA) region by utilising voice over internet protocol (VOIP) technology. Existing clients are Standard Chartered Bank, Emaar Dubai Marina, and The Sultan Group.

The benefits and features of the help desk are:

  • Over 20 years international help desk management experience
  • Full 24/7/365 provision with back-up facilities in place for all areas
  • Highly skilled operators who are fluent in English, Arabic, Hindi and Tagalog
  • State of the art fully integrated CAFM systems: service level agreements (SLA's) and key performance indicators (KPI's) are monitored and controlled in real time
  • Standard reporting and specialist ad hoc reports can be generated as per your requirements
  • Self monitoring in terms of call handling statistics

Macro's help desk has the skills and knowledge to fully utilise the latest CAFM (computer aided facilities management) software. The benefits of this knowledge base are passed on to all our clients. Features of the CAFM used are:

  • A fully integrated system
  • Call logging/allocation
  • Asset management
  • Full financial control
  • Stock/procurement control
  • Remote access capability
  • Extensive reporting functionality
  • Room booking
  • Building management systems integration
  • Auto-CAD integration
  • Full service level and key performance indicator monitoring/control
  • Mobile solutions

Macro believes that by fully utilising the CAFM system we are in a position to report on all aspects of your operation enabling you to make correct business decisions. Reports include but are not limited to:

  • Call volume analysis
  • Call performance analysis against predefined service levels
  • Asset performance and history
  • Financial analysis against predefined budgets

Macro has many middle east help desk case studies you can review and if you are interested in using any of the help desk's services our contact details are:

Macro
PO Box 28654
Dubai,
UAE.

T: +971 4 399 7958
F: +971 4 399 7957
Hesk Desk: +971 800 MACRO (62276)
E: helpdesk.me@macemacro.com
W: www.macemacro.com