The service desk is the single most time-consuming activity undertaken by the IT department. Having highly skilled people focused on remedial tasks is not cost effective or productive, yet the benefit of freeing up these staff for proactive tasks and projects would be immense to the organisation.
A well implemented IT Managed service desk provides a tool to lessen a company's support costs and burdens, as well as a platform to improve business processes, employee productivity, customer support and asset management.
The DSS approach for delivering successful service desk solutions is based on the fact that no two given solutions will be the same. As business needs vary greatly from business to business, so too will the recommended solutions.
It is through establishing an on-going relationship with the customer that we are in a position to accurately determine the nature and level of support required.
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
Managed ServiceDesk from DSS:
- Is delivered based on ITIL standards and acts as a dedicated resource in providing a single point of contact for all IT related day-to-day calls.
- Delivers 1st and 2nd level technical support to expedite first call resolution while managing and routing calls to appropriate resolutions groups for more complex incidents. At all times, our service desk takes full responsibility for closing calls and end-user sign off.
- Employs an expert team of engineers, highly skilled and industry certified to deliver services to agreed customer service level agreements.
- Delivers using a state of the art ticketing system giving you real-time information on the status of your managed service.
- Incident logging via phone, e-mail or directly into our ticking system.
- Proactive service analysis to enhance services uptime and experience for your end-users.
- Delivering 24*7 services monitoring.We watch your network!
- Remote dial-in for diagnostic and repair.
- Highly qualified engineers who can determine the best course of action.
- 3rd party engagement as necessary.
- Threshold and performance oversight.
- Trend analysis and change recommendations
- Full suite of management services reporting including service improvement initiatives underway and those that DSS would recommend.
What does this mean for you?
- Completely customised service desk offering – this includes specific client application understanding so that we can deliver all-inclusive end-user support.
- DSS will be the face of your IT service organization to staff and employees.
- If desired, DSS will assist in development of multi-vendor SLA agreements in order to manage other 3rd party suppliers and managed those suppliers on your behalf giving you a single and more manageable operational budget line.
- A reduction in HR issues traditionally involved in the recruitment, training and management of internal helpdesk staff.
- Pro-active cost management and control with a move towards cost reduction while achieving increased service delivery capability.
- Access to a range of supplementary services including:
- On-site support staff (permanent or temporary)
- Key core infrastructure Services including assessment and remediation services around server/datacentre environment.
- Full visibility of your 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 faster 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.