Service Desk Services

Our Service Desk enables users to request help and receive IT and Business support services. Facilitating the communication between other service management services and the user community.
Our capabilities cover managing service requests 24×7, maintaining third party contacts, assisting with problem management, managing software licences and escalation using automation.
Features:
  • Fully managed Service Desk Operation, owning delivery and performance management
  • Management of end user support contacts via multiple channels
  • Recording information, triage and analysis, and response within ITSM toolset
  • Incident / request management aligned with documented processes
  • Management of outbound communications as documented in the support processes
  • Service Desk thought leadership to manage /oversee the overall operation
  • Operational hours agreed and fully supported
  • Service Desk liaise with the Service Operations team, as required
  • ITIL4 compliant (guiding principles, governance, practices, continual improvement)
  • Performance Management; SLA/KPI management of Service Desk services
Benefits:
  • Proven experience within Service Desk and Service Management environments
  • Independent, pragmatic, and proven transformation approach for Service Desk
  • Standardised and repeatable processes, procedures, and service level agreements
  • Methods’ service accountability to deliver faster, better, more effective services
  • Delivery of best practice ITSM policies, processes, and procedures
  • Provides independent assessment of risks/ issues, and improved controls
  • Effective and efficient Service Desk operation supporting increased productivity
  • Enabling increased service value for Service Desk services
  • Improved service performance with excellent end user experience
  • Improved alignment to your support strategy

We deliver services and solutions by applying our Digital, Data, Technology and Cyber capabilities.

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Service Desk Services

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