Service-desk

Service-desk is the most time consuming service for nearly each IT department of any company. This is usually the reason for overload of IT department and their low involvement into strategic planning and further development of the infrastructure in the company.

Transferring service-desk activities to external provider allows the customer to shorten the number of incidents which are passed to second-level support and ensures the possibility for IT department to concentrate on more important business tasks.

External service-desk processes user requests and provides consultations according to the service levels defined in the contract between the parties, could operate in different modes, including 24x7 mode and is able to provide multilingual support if needed.

The risks of service shortages related to temporary staff absence due to illness or vacation, necessity to rotate the team-members and promote their career, is completely transferred to the provider side. Meanwhile the customer gets the service of the same stable high quality at any time.

The support of geographically distributed offices located in different parts of the country or even in different countries around the world is provided via centralized service-desk according to the same rules and standards.

Customer benefits:

Different service modes depending on the business requirements:

• 9/5 mode - support during business time
• 24/7 mode - round-the-clock operation
• Other mode, depending on the customer requirements

Convenient centralized service point for all users:

• Registration and processing of incidents and requests
• Consultations provision
• Centralized requests database handling
• Receiving the requests by phone, fax, e-mail
• Multilingual support

Utilization of state of the art methodologies and tools

Possibility to have international service-desk