Turkcell Global Bilgi’s IT Help Desk service provides remote technical support for software and hardware issues encountered by employees, helping companies across sectors from telecommunications and manufacturing to insurance and e-commerce streamline operations, reduce costs, and boost efficiency.
As Türkiye’s leading digital customer experience center, Turkcell Global Bilgi offers remote solution support for end-user operational issues through the IT Help Desk, one of its core technological services for corporate clients. The ‘IT Help Desk’ delivers remote support both domestically and internationally, allowing issues to be resolved with fewer resources and in less time. Thanks to this remote solution technology, ‘total resolution time’ can be reduced by up to 30%.
Employee and Customer Satisfaction Reached 90%
Any potential disruptions are prevented by Turkcell Global Bilgi's proactive solutions. The automation software pre-installed on the user's device detects the problem before the user does and resolves it. This ensures that employee work processes are not interrupted by any issues that arise, resulting in 90% satisfaction among customers and employees. The IT Help Desk, which can also be accessed via written and voice channels, works in conjunction with artificial intelligence. Thanks to the robot messaging application in the system, messages are analysed and connected to applications via automation, managing a process that requires no human effort. In addition, it connects users who contact the system via telephone to the relevant applications, thereby resolving their issues with its 'speech to text' technology featuring a listening function. The IT Help Desk also offers mobile device support to users.
“We increased our customers' resolution rate by 40% in the first six months.”
Speaking about the IT Help Desk service, Cengiz Arslan, Deputy General Manager of Turkcell Global Bilgi for Technological Operations, stated, “As digitalisation and remote working gained momentum, the demand for digital technical support and solution partners surged across many sectors. Companies began turning to digital solutions to meet their growing support needs. Meanwhile, employees who value their time expect quick resolutions to technical issues—they do not want productivity losses. This expectation aligns perfectly with Turkcell Global Bilgi’s vision of delivering a unique digital customer experience. Backed by this vision and our strong digital infrastructure, we provide rapid, effective solutions through our digital services. With our IT Help Desk, one of these offerings, we increased our customers’ resolution rate by 40% within the first 6 months, ensuring seamless business continuity and delivering both operational and commercial value.”
"We increased our customers' digitalisation rate by 25 per cent."
Speaking about the contribution they have made to digital transformation, Cengiz Arslan, Deputy General Manager of Turkcell Global Bilgi for Technological Operations, said, "With the goal of digital transformation, we achieved a 25% digital transformation in just the first six months by implementing artificial intelligence and robotic solutions in our business processes. This has provided both employees with time to develop themselves and the opportunity to operate processes that aim for zero errors."
Domestic Technological Solutions for 7 Different Countries
“We are making a direct contribution to the country's economy by enabling companies to access local solutions with your innovative technologies" said Cengiz Arslan, who also commented on the growing demand for the IT Help Desk service: "We provide the IT Help Desk service remotely and on-site to companies in many different sectors, from telecommunications to manufacturing, textiles and media, both abroad and domestically. We currently enable all employees of our customers in seven different countries to receive remote, fast and digital solutions through our IT Help Desk service."