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Managed Service Desk

Service Desk

A dedicated service desk can be considerable an asset to modern enterprises. Available 24×7, they act as a single point of contact for employees needing help with technical issues. Problems can be fixed more quickly, and employees back to work faster than under an ad-hoc service system – which can also take valuable time from core IT department assets.
But managing a service desk in-house can take considerable resources. In addition to all the normal expenses of a department, service desk operators must receive continual training to keep their knowledge set up to date.
In contrast, an outsourced service desk can be the best of all worlds for many organizations. At WESTECH IT, we ensure our agents are kept up to date on developments with required applications and are regularly certified on various technology vendors and platforms.
WESTECH IT Service Desk provides below primary functions that give business users easy access and quick resolutions:

Single point of contact

Your employees can report IT problems affecting their ability to work to a single entity, rather than having to track down an IT staff member.

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Multiple choice of access

Users can gain access to the helpdesk by whatever method is best for them, such as telephone, email, self-service, online web chat or automated event alerts.

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Maximum availability

Our ICT service desk is always available to users – 24*7.

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Incident ownership to resolution

All service desk cases are logged through to resolution via Lifecycle Incident Management, providing a record of all actions taken.

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Performance monitoring and data

WESTECH IT provides regular detailed service reports, detailing the service desk’s performance, as well as trends with issues – all of which can be used for oversight of the service desk, and feedback for the IT department. Delivering excellence and continuous quality improvement, the four key objectives of WESTECH IT service desk.

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Service quality

To provide a high quality and effectively managed service desk that adds real business value, through speedy response and resolution to users’ IT and business process issues.

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Improvement

To drive improvements that deliver higher service levels and speed of resolution to users, increasing client satisfaction and business efficiency. Our aim is to deliver customer service excellence using the Continuous Service Improvement Process (CSIP).

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Quality Accreditation

To achieve relevant industry certification, demonstrating service processes, quality of services and value added to the business.

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Innovation

To maintain up to date knowledge and understanding of new technologies, tools and methods that enable service desk services to be smarter, better and more efficient.

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