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Service Desk

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As IT infrastructures grow more complex and resources become more strained, enterprises are under increased pressure to provide more comprehensive support to end-users. We can help you implement industry-leading tools and processes that will let your employees focus their time on running your business, rather than supporting technologies.

A well-planned and executed Service Desk will also:

  • Improve end-user satisfaction
  • Enhance infrastructure management and control
  • Improve usage of IT support resources
  • Provide more meaningful management information to support decisions

We offer a managed service desk solution that leverages ITIL® best practices and SCP-certified processes; it can also be tuned to fit your infrastructure and culture. Next-generation service management platforms offer a superior experience for end-users through self-service. Our Integrated Infrastructure Management (IIM™) framework makes it possible for you to optimize the ratio of on-site, remote, and self-assisted support to achieve maximum value and performance from your service desk. The IIM framework can integrate with all IT Service Management tools including ServiceNow, an industry recognized technology platform, and represents its deepest and broadest implementation. Our services are recognized as a leader in the Gartner Magic Quadrant for End-User Outsourcing North America.

Getting from where you are today to where you want to be can be challenging. So, we’ve developed a delivery methodology that enables us to quickly migrate existing systems, regardless of the current support structure.

An IT Service Desk typically focuses on just information technology, but we have generated tremendous savings for clients by establishing a consolidated Service Desk offering that provides a single point of contact for other business functions such as payroll, benefits, and facilities. This results in:

  • Streamlined support processes for employees
  • Extended service hours
  • Increased service quality
  • Decreased costs

Whether you are considering a new service management platform or integrating existing investments, find out how our Service Desk experts can assist you in meeting your support objectives.

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