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IT service desk

For companies looking to build efficiency, technical know-how and resilience into their IT service desk

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Drawing on our experience of simultaneously managing service calls in hundreds of international locations, we can fully or partly manage your IT service desk requirements, saving you time, resources and budget. With our service desk as a primary point of contact, your IT operations will be smooth, efficient and consistent.

service desk

Our three main delivery options

We can deliver our service desk in three main ways:

  1. We’ll manage your service desk onsite, either using your toolset or our own
  2. We’ll support your service desk during peak overflow and out-of-hours periods, when your own desk needs additional support
  3. We’ll manage your service desk remotely, from one of our regionally located service desks
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ServiceNow

From our IT service desk, we can track, manage and report on all of your company’s IT activities, giving you full visibility into your infrastructure and processes to help support your operations. We use the market-leading toolset ServiceNow, which allows us to provide an effective, efficient and consistent point of contact for your company. ServiceNow is supported internally, is process-led, and is compliant with ITIL v3 best practices.

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Tailored to your needs

Our service desk can be tailored to your requirements, whether you need to automate tasks or workflows, consolidate tools into a single system or standardise your service processes. You can log calls by phone, email and web chat straight from your desktop or link ServiceNow to your own system so that the data can flow seamlessly. We have portals that allow you to log on and see your own call's progress over a web interface, as well as custom portals and apps that enable users to request assistance directly from us.

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Bespoke reports on your data

We use state-of-the-art data analysis techniques, innovative reporting tools and configurable visualisation tools to produce bespoke reports on your data, in line with your specific requirements. To support this, we have developed a suite of user-friendly self-help reports that answer the most common questions.

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