Managed IT Service Desk

The Power of Three.

We offer a range of managed service desk service options from fully outsourced options to hybrid-collaborated one-team overspill services, 1st line support, 2nd line triage support or 3rd line escalation, to fully outsourced services for complete service desk support. Many clients outsource part of their own service desk services, such as front line (Tier 1) to us, in order to take advantage of our advanced ticketing capabilities, or to handle their escalation process so they have access to our specialist expertise.

01

SERVICE OPERATION

  • 24x7x365 Full OmniChannel Contact Centre.

02

SERVICE SUPPORT

  • You are directly connected with our technical support service agents through whichever channel you wish. 

03

SERVICE SLA

  • Our commitment to clients is    in achieving greater than 90%  first-time-contact-first-time-fix.

Our clients cover all markets including organisations with global office locations. We’ll provide service desk IT support that will be a perfect fit for your requirements.

 

Through our service desk we offer a range of options, from a fully outsourced operation to particular aspects, such as overspill services, 1st line support call management and troubleshooting, or an expert 3rd line escalation resource for your own IT support team.

 

If you prefer, we can integrate with your IT team, so your end-users need never know that we’re not a part of your business, or that you use outsourced IT support services.

90%

First-Time-Contact-First-Time-Fix

 

We have a ‘Service-First’ obsession, underpinned with our 90% First-Time-Contact-First-Time-Fix Service Level (SLA) objective that provides our customers with an unparalleled service experience.

You've never experienced this type of service ever before.

Outsource your entire IT Service Desk or let us compliment your needs              

  • Businesses with limited IT resource expertise often outsource their entire IT support function. However, we can also offer outsourcing of just your 1st line IT support together with trouble-ticket management, or 2nd & 3rd line support with issues being escalated to us where particular expertise is needed.

 

Visibility is everything, be ahead of the game with Stratiam monitoring

  • We can monitor your systems and services with our advanced unified Stratiam monitoring providing our customers with transparent collaborative IT service operational visibility with proactive alerting, auto-trouble-ticket generation and ‘self-heal’ technology.

 

Easy Omnichannel ticket creation through our transparent progress & reporting portal

  • Your staff, or a nominated representative, can create tickets by phone, by email, using our chat application or through our client Service portal via any browser or mobile app. Our Service Hub allows you to follow progress on your tickets, and we will provide monthly service reports summarising utilisation of our services, and information on your IT estate. Plus, we guarantee fast responses and resolution of your problems measured through our agreed SLAs for service experience assurance.

 

Advanced ticketing processes

  • Our ticketing process is efficient and can be automated for key service metrics being monitored. We use a sophisticated IT service management system that measures our customer effectiveness and our process efficiencies. We also have full audit trails on each ticket, together with real-time dashboards, that ensure everything gets resolved promptly and in accordance with the impact it is having on your business.

  • We’re also ISO 9001 and 27001 accredited and base our support operations on Service Desk Institute (SDI) and ITIL best practice.

 

Unlimited use and access to our support services

  • Our Service Desk comes with inclusive remote support – we agree the pricing up-front, and after that you can use us as many or as few times as you need to.

  • You can get in touch as often as you need, by phone, email or using our client Service Hub portal– whichever of our omnichannel access is most convenient.

  • Everyone in our front-line team is trained and technically certified – resolving your problem is more important to us than just service centre response stats.

WHY OUTSOURCE YOUR SERVICE DESK?

  • Efficiency – We are more than just an extension of your IT service. Any time you have an issue you can be certain that it will be dealt with quickly, efficiently and transparently by experts. With omnichannel access it’s never been easier to raise, change, and view status of your trouble-tickets and change requests. An outsourced service desk will raise the perception of IT with your end users. The efficiency, comprehensive cover and management provided will increase user satisfaction and create a positive impression in respect of the way that support is run.

  • Access to instant expertise – Instant access to our team of expertise enables fast, efficient resolution times of issues. The experience gained from these issues, along with recommended fault resolution processes, are always fully documented within knowledge base for self-service resolution of common problem types.

  • Free-up your resources – If you have your own IT resource, then opting for our outsourced IT support, frees up your IT team to focus on more strategic business-focused IT projects, or allows them to concentrate on providing greater proactive service focused monitoring to increase IT service availability and performance. Plus, absences and breaks are always covered. Lastly, your use of office space will be lower, which is an important factor to consider if your business is growing.

  • Cost Savings – All of these factors will help you keep the costs of IT down, whilst keeping productivity high. In addition, our cost model is based on transparent pricing (agreed in advance with no hidden costs) and monthly payments, so you can plan and budget more effectively.

Service Delivery KPIs

18 sec

Average Call Waiting Time

95%

Same Day Resolution

1024

Tickets Resolved in Last Month

100%

Response SLA

100%

Customer Rentention

100%

Customer Satisfaction Last Month

Get in touch 

  • @intergence

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