Smart Service Desk
The Service Innovation Smart Service Desk™ provides a single point of contact for all users and is core to the Managed Services offered. Built on robust and mature ITSM tools and processes, the Service Desk provides our customers a sophisticated and seamless way to receive, manage and resolve issues. Smart service desk services can be available 24×7.
Capabilities also include extensive management reporting, self-help and knowledgebases, multiple points of entry (phone, email, web portal), end-to end call ownership through to completion, and the ability to interface to many other companies and service desk systems. Customer Focus Group (CFG) for more personalised service and understanding of customer business nuances, and integrated Level One/Two provides reduced hand-offs and increased ownership of calls.
Ongoing improvement through leveraging technology, with a strong focus on innovation and task automation delivers service effectiveness and ongoing support cost reduction.