Xerox named a Help Desk Outsourcing leader in Magic Quadrant report

Xerox provides complete vision, ability to execute, and leadership for industry-focused Help Desk services, according to Gartner Inc., which recently named the company in its “2012 Magic Quadrant for Help Desk Outsourcing, North America¹” report. 

The Magic Quadrant is a proprietary research tool developed by Gartner that offers visual snapshots of a market’s direction, maturity and participants, and evaluates companies on completeness of vision and ability to execute. 

“It’s not only a privilege to hear that clients believe in what we offer—and how we offer it—but we also believe being in the quadrant independently verifies our approach and methodologies as well as the world class people who serve our clients so well,” said Kevin Kyser, chief operating officer and executive vice president of Xerox’s information technology group. 

The report evaluates 18 help desk outsourcing providers in seven categories: 

First-level support & Second-level support.

Custom software support.

Problem management.

Problem categorization and logging.

Problem tracking and escalation.

Problem resolution. 

Help Desk services provide businesses a single point of contact through round-the-clock customer service for a wide range of technical requests, including: servers, desktop computers, network and software support. Xerox uses a variety of real-time monitoring and techniques to provide prompt and reliable helpdesk support for its global clients – regularly handling millions of service desk telephone calls per month. 

Xerox, through its acquisition of Affiliated Computer Services in 2010, expanded its enterprise and small business services to include information technology outsourcing services, such as help desk,