The Service Desk team is headed by a Service Desk Manager who is responsible for ensuring that the processes are adhered to, the tools are in place, and resources are managed and the on-going improvement of the Service Desk.
Customer intimacy is achieved by having a core number of dedicated resources for each client that will develop a very good understanding of that client’s environment. This enables those people to develop a higher level of customer knowledge and ensures a level of consistency that is often lost on a shared Service Desk facility.
This core team is backed up by shared resources to handle peaks in workload, absences and out of hour’s service provision. This provides each client with the flexibility to scale to meet specific requirements and peaks in workload in a very cost effective manner.
The Service Desk offers a comprehensive Service (Help) Desk solution based on ITIL best practice templates (Incident and Problem Management; Change Management; Service Level Management); a web client for a client’s users to register requests and incidents and check on the status of these incidents; VANOV Technology Trouble Marketing from VT’s Monitoring Service; and SMS and E-Mail alerts.
