Service Desk
Service lines
- Coordinated call ownership and lifecycle management through to resolution across our own teams, in-house staff and third party suppliers
- Integral function covering all of Digica's outsourced and managed IT services
- Full integration with our comprehensive enterprise monitoring system
- Root-cause analysis to address underlying causes and reduce reoccurrence
- Monitoring and reporting of calls against agreed service levels with automatic escalation if thresholds are approached
Features
- Single point of contact
- Calls raised through telephone, email or internet with online access to call status
- Full end to end call ownership, responsibility and lifecycle management
- Call categorisation, prioritisation and escalation
- Coordination of 1st , 2nd and 3rd line resolver groups including in-house teams and 3 rd party support
- Multilingual
- Skills-based call routing
- Continuous 24 x 7 x 365 operations
- FAQ and knowledge base for user self-service
- Continuous monitoring and reporting against service levels
- Trend analysis and recommendations for service improvement and training
- Comprehensive call history data to track service levels, detailing the number of calls taken and their current status
- A comprehensive support structure using a leading edge service desk application
- Customer Service Desk keeps users informed of progress, resolutions and work-arounds
Benefits – transformation
- Service Desk responds and monitors activity with your service level agreement to guarantees response times and service standards
- Improved user service, perception and satisfaction
- Meaningful management information gives greater control by making it easier to monitor service levels and identify opportunities for service improvement and end user training
- Benefits – IT value management
- No need to retain dedicated help desk facilities resources in-house
- Benefits – IT governance
- Continuous operations means the customer services support centre is always available, increasing user accessibility
- Application of proven methodologies and procedures results in quicker, coordinated responses, fewer problems and greater system availability – reducing risk and enhancing the performance of your business.
We have outsourced our core IT infrastructure to Digica since January 2000, and we are very happy with the levels of service we have received.“
Xavier Walker, European Technical Director, Tibbett & Britten