Acting as a single point of contact our Managed Service Desk addresses the complexities of delivering service across the world by presenting our Customers with a consistent face.
Our IT Service Desk is the epicenter of our operation, located at our headquarters in the UK with Regional Operations Centers in Hong Kong and Trinidad. The ITSD is the primary point of contact for all clients and runs an internally-supported, process-led, ITIL3-compliant toolset inspired by our customer-centered philosophy, underpinned by innovative technology. It can be completely customised according to your work-flow requirements, any aspect of your contract can be reported on in your preferred format and it can even be linked directly to your own system, allowing the seamless flow of data.
Our confidence in the effectiveness of the solution is shown by the total visibility that we offer to our customers, whether it is a live service level monitoring screen on your premises, a direct link to your call logging system, access to live call data through an Internet portal or providing bespoke management reports at regular intervals.
Key to the visibility of ESP’s service activity is our Network Operations Center which visualises data specific to any location or contract where we provide service. The NOC is visible throughout our Service Desk, Service Management areas and key regional locations. In cases where remote monitoring and management tools are utilised, the NOC identifies and enables the resolution of faults, frequently before you are even aware of the problem.