A Service Desk is a primary IT function within the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL).

It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both users and IT staff and also to satisfy both Customer and IT Provider objectives.

A service desk seeks to facilitate the integration of business processes into the service management infrastructure. In addition to actively monitoring and owning Incidents and user questions and providing the communications channel for other service management disciplines with the user community.

A service desk also provides an interface for other activities such as customer change requests, third parties (e.g. maintenance contracts), and software licensing.

How is IT Service Desk Support Team setup @Proinf?

  • We built a strong team of professionals who can work with you hand-in-hand and you can innovate and grow the business while Proinf’s team excels the client delivery for you
  • A state-of-art designed IT Service Delivery center
  • Dedicated Email address is provided, which are bind to respective Support Queues which are setup for on each customer
  • Mode of support – Customers can choose best suited mode of support viz., Email, Phone and Chat or any combination based on your requirement
  • In-house and customer provided IM & Chat tools (Teams, Skype-for-Business, other collaborative tools) are used to ensure the IT Service Desk team is always reachable
  • Support coverage ranging from - 24x7x365 or 16x5, 8x5; on-call support, based on the customer requirements
  • Skill-Level – You can choose the skill-level based on the requirements
    • Level-0/1, SOP Based support
    • Level-2
    • Level-3 and above

What does IT Service Desk Team do?

  • Act as a Frontline support for all your enterprise IT Support requests, which proactively monitor the IT Service Desk queue and is primarily responsible to;
    • Acknowledge the IT Support requests raised by the IT Users
    • Resolve the requests following the SOPs shared by Level-II & III support teams
    • Escalate unresolved requests to next level support as per the escalation matrix within the SLAS defined
    • The team closely coordinates with Level-II & III Support teams to update the status of the support request to requestor
  • Proinf experience in providing Managed IT Infrastructure Support Services gives it an edge in understanding the typical functioning of Enterprise IT Service Desk, the challenges it poses:
    • Seamlessly on-board Proinf’s Enterprise grade IT ServiceDesk system
    • Setup a Dedicated IT ServiceDesk (Opensource or Commercial) as per your requirements
    • Enhance the existing IT ServiceDesk system to meet the Enterprise requirements and overcome the challenges

Benefits

  • Our competitive model has helped Enterprises reap the benefits of outsourcing – Cost and Quality
  • Our Matured IT Infrastructure Managed services process alignment provides improved SLA performance, better end-user experience
  • Improved first-level resolution percentage
  • Enhanced Knowledge Database i.e., KEDB i.e., to help deflect tickets and empower users with the knowledge base
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