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Multi-language Enterprise IT Service Desk

See how Chime for Microsoft Lync/S4B can help an enterprise service desk support multiple languages.

How can we provide support to employees all over the globe from the same service desk?

Many global IT companies operate an internal service desk providing support for internal end users located in North America, Europe, Asia, Australia, and more. Chime can help companies provide support to all of their employees!

"The end users are extremely satisfied with the implementation of chat. Since they are not tied to a phone they can continue to work while they are waiting for the agent to answer their request, and investigate their issue."
IT Service Desk Architect


Internal service desks want to provide their end users (often their own employees) another avenue for support opposed to calling the service desk or opening a support ticket. Even issues such as garnering a password reset, inability to access email, or software installation issues, are simple to fix but still require calling the service desk and waiting for an agent.

Many enterprise service desks often want the following business issues to be fulfilled:

  • Integration with existing Lync or Skype for Business infrastructure
  • Scalability - provide the ability to quickly create additional chat support queues
  • Robust charting and reporting


Instant Chime for Lync/S4B enable service desk agents to work on more than one issue at a time. This is a huge advantage over phone support, where an agent can only work with one user at a time. With Chime queues in several languages, employees from offices around the world can get the help they need in the language they speak.

As a global enterprise, companies have end users that speak a variety of languages, and accents are always a concern via phone support. Chat support helps to neutralize the accent barrier between the end user and the service desk agent and also leads to higher customer satisfaction.

Since both the end user and service desk agent are utilizing the Skype for Business client, they are able to use a majority of rich client features, including the screen capture feature. The end user can send screenshots of their environment which helps the agent quickly identify the issue. In addition, the agents can send the end users a series of steps that they need to perform, or a link to an existing procedure.