A service desk is a central point of contact within an organization that manages IT-related issues and requests, ensuring efficient and effective service delivery. It’s a key component of IT Service Management (ITSM), handling incident management, service requests, problem management, and change management, while providing support to both internal departments and external customers. By streamlining communication and offering a single point of contact, the service desk enhances user satisfaction, reduces downtime, and maintains the smooth operation of IT services. Our capabilties:
Incident Management: IT Service Desk is the single point
(SPOC) of contact for all customers to report incidents, submit
service requests and register complaints about the information
technology infrastructure, applications and programs supported in
the environment. Our SMEs provide Tier 1, Tier 2 & Tier 3 support.
Tier 2 SMEs assists Tier 1 Support in solving basic technical problems and for
investigating elevated issues. The personnel from this group cannot
determine a solution, then they are raised the issue with to the
Tier 3 level. Tier 3 personnel handles the most difficult or
advanced problems. In addition to assisting both Tier 1 and 2
technicians, Tier 3 SMEs were also responsible with the research and
development of solutions to new or unknown issues.
Problem Management: We minimize the business impact of
service disruptions and prevents future disruptions using ITIL
proven practices. Run trend and root cause analyses and service
configuration reviews, document solutions and workarounds, and keep
stakeholders informed as we remediate issues. Proactively schedule
changes from within any problem record and achieve a streamlined
incident-problem-change lifecycle across IT.
Change Management: We help you by implementing IT change
control and management processes from creation, risk assessment,
conflict detection, and approval to application/system changes
changes. Help customize workflow to report to Change Control Board
(CCB), plan, manage and execute change.
Technology: ServiceNow
