Solutions
Cost reductions are a necessity in today's economy and internal support groups are a frequent cost reduction target. Service Desks and desktop support teams need to ensure that their services are clearly defined and aligned with business needs.
The goals of the Service Desk are:
- Act as a single point of contact (SPOC) for end-users who need help.
- Facilitate the restoration of normal operational service with minimal business impact on the customer with agreed service levels
ServiceDesk from DSS:
- Is delivered according to ITIL standards and acts as a dedicated resource in providing a single point of contact for all IT related day-to-day calls, 1st and 2nd level technical support, managing and routing calls to appropriate resolutions groups, while at all times taking full responsibility for closing calls and end-user sign off.
- Operates from our 10,000 sq ft. state-of-the-art technical centre located on the M50 providing 24 x 7 access as well as configuration facilities, test labs, warehousing and logistics.
- Employs an expert team of engineers, highly skilled and industry certified to deliver services to agreed customer service level agreements.
What does this mean for you?
- Completely customised service desk offering with end user specific training provided – DSS service desk agents will be knowledgeable on the client company and in addition will receive specific training on client applications.
- DSS will represent the face of your company to IT staff and employees
- DSS will assist in development of multi-vendor SLA agreements in order to manage other 3rd party suppliers
- A reduction in HR issues traditionally involved in the recruitment, training and management of internal helpdesk staff.
- A reduction in costs with a corresponding increase in customer service to end users.
- Access to a range of supplementary services including
- Deskside support staff (permanent or temporary)
- Key core infrastructure Services including assessment and remediation services around server/datacentre environment.
Key ServiceDesk Activities:
- Receive all calls and e-mails on support incidents
- Incident Recording (including RFC’s)
- Incident Management – classification, prioritisation and escalation if required
- Attempt first contact issue resolution
- Escalate issues that cannot be resolved on first contact to Resolver groups
- Update the customer and IT group on progress
- Perform communication activities for the other ITIL processes (Eg Release notifications, change schedules, SLM-reports)
- Report to management, process managers and customer on service desk performance
Key ServiceDesk Benefits
- Improved Customer Service perception and satisfaction
- Increased accessibility through a single point of contact, communication, and information
- Better-quality and quicker turnaround of customer requests
- Improved teamwork and communication
- Enhanced focus and a proactive approach to Service provision
- A reduced negative business impact
- Better managed infrastructure and control
- Improved usage of IT support resources and increased productivity of business personnel
- More meaningful management information to support decisions.
One key benefit of a Service Desk is the provision of management information;
- Staff resource usage
- Service deficiencies
- Service performance and target achievement
- Customer training needs
- Associated costs