IT Service desk :
Enhance your workflow with no setbacks or interruptions
Nowadays, if you have an enterprise in any industry, it is very likely that you have an IT system and call for the services of an IT service desk. Indeed, any organization needs an IT system and infrastructure.
It is crucial for the entire workforce of your company – ranging from directors and managers to employees and technicians – to have a system in place in order to handle day-to-day tasks.
These tasks can vary from accessing the organization’s platform, entering or deleting different types of data to managing different kinds of operations and many more diverse tasks depending on the employee’s role.
Although the IT system of a company is generally implemented in a way to minimize bugs and errors, they may still occur.
When developing a company’s complete IT system and infrastructure, The IT team will do their best to ensure the final product is properly running and not facing any major issues.
However, there is always the need for maintenance and troubleshooting as the IT system is being used.
As a progressive organization, it is vital to make sure your services and operations are being delivered constantly and efficiently and there are no interruptions.
As a result, your company’s IT system needs to be working properly and therefore allowing your staff to operate efficiently.
Causes of these interruptions are not necessarily major but have a significant effect on your company’s performance. We can list a very common example where your employees might forget their password.
As a result, they cannot start working on their assigned tasks until they regain access to the platform.
This could take hours if your IT team is handling other more important tasks. This eventually leads to lost productivity and hindered performance for your company.
Consequently, your enterprise needs a different solution for potential technical issues to ensure continuous workflow and uninterrupted service delivery.
This is what an IT service desk is for.
An IT service desk refers to a communication center where service desk agents assist people with incident resolution or service request management in a quick and efficient way.
The ultimate goal of an IT service desk is to deliver high-quality services to clients in a timely manner.
IT Service desk :
Enhance your workflow with no setbacks or interruptions
Nowadays, if you have an enterprise in any industry, it is very likely that you have an IT system and call for the services of an IT service desk. Indeed, any organization needs an IT system and infrastructure.
It is crucial for the entire workforce of your company – ranging from directors and managers to employees and technicians – to have a system in place in order to handle day-to-day tasks.
These tasks can vary from accessing the organization’s platform, entering or deleting different types of data to managing different kinds of operations and many more diverse tasks depending on the employee’s role.
Although the IT system of a company is generally implemented in a way to minimize bugs and errors, they may still occur.
When developing a company’s complete IT system and infrastructure, The IT team will do their best to ensure the final product is properly running and not facing any major issues.
However, there is always the need for maintenance and troubleshooting as the IT system is being used.
As a progressive organization, it is vital to make sure your services and operations are being delivered constantly and efficiently and there are no interruptions.
As a result, your company’s IT system needs to be working properly and therefore allowing your staff to operate efficiently.
Causes of these interruptions are not necessarily major but have a significant effect on your company’s performance. We can list a very common example where your employees might forget their password.
As a result, they cannot start working on their assigned tasks until they regain access to the platform.
This could take hours if your IT team is handling other more important tasks. This eventually leads to lost productivity and hindered performance for your company.
Consequently, your enterprise needs a different solution for potential technical issues to ensure continuous workflow and uninterrupted service delivery.
This is what an IT service desk is for.
An IT service desk refers to a communication center where service desk agents assist people with incident resolution or service request management in a quick and efficient way.
The ultimate goal of an IT service desk is to deliver high-quality services to clients in a timely manner.
With our incident management process, problem resolution is guaranteed
The key function of our service desk is incident management.
The purpose of this process is to assist customers with IT operation, such as receiving and processing service requests, assisting and communicating with customers, and resolving incidents through IT support technicians.
There are several phases to incident resolution depending on the nature of the issue.
Immediate incident management by first level support
Service interruption incidents are handled immediately by the service desk.
The incident is initially handled by first level support.
IT service desk analysts are the ones that answer the phone or respond to your message when you first contact IT, and they will try to fix the issue and restore services as quickly as possible.
If it is not possible to provide a solution by the first level support, the incident is transferred to the second level support team.
With our incident management process, problem resolution is guaranteed
The key function of our service desk is incident management.
The purpose of this process is to assist customers with IT operation, such as receiving and processing service requests, assisting and communicating with customers, and resolving incidents through IT support technicians.
There are several phases to incident resolution depending on the nature of the issue.
Immediate incident management by first level support
Service interruption incidents are handled immediately by the service desk.
The incident is initially handled by first level support.
IT service desk analysts are the ones that answer the phone or respond to your message when you first contact IT, and they will try to fix the issue and restore services as quickly as possible.
If it is not possible to provide a solution by the first level support, the incident is transferred to the second level support team.
Analysis and incident resolution by second level support
The second level support specialists will analyze the incident and its cause and fix it in a timely manner.
If it is not possible to fix this issue by second level support, the incident is transferred to problem management and a problem record is created.
Monitoring and managing the incident
Constantly monitoring incidents is the key to their proper resolution.
Our specialists will continue to monitor incidents in order to put countermeasures into action immediately if it occurs, before it can hinder service provision.
Communicating with customers
Customers are immediately notified of incidents that occur and that they are being handled.
They are informed of the stage in the incident resolution process.
This minimizes user inquiries and saves time spent seeking solutions.
Analysis and incident resolution by second level support
The second level support specialists will analyze the incident and its cause and fix it in a timely manner.
If it is not possible to fix this issue by second level support, the incident is transferred to problem management and a problem record is created.
Monitoring and managing the incident
Constantly monitoring incidents is the key to their proper resolution.
Our specialists will continue to monitor incidents in order to put countermeasures into action immediately if it occurs, before it can hinder service provision.
Communicating with customers
Customers are immediately notified of incidents that occur and that they are being handled.
They are informed of the stage in the incident resolution process.
This minimizes user inquiries and saves time spent seeking solutions.
Finalizing and evaluating incident resolution
Before the incident is closed, it is submitted to resolution quality-control to make sure the solution is efficient and reliable.
In addition, the incident, its solution and resolution strategy are recorded and documented for future operations.
Incident knowledge database management
The gathered information from the incident is entered into the incident knowledge database as well as information from other service management processes.
This is ensured in a structured and organized manner to facilitate and improve future incident management processes.
Finalizing and evaluating incident resolution
Before the incident is closed, it is submitted to resolution quality-control to make sure the solution is efficient and reliable.
In addition, the incident, its solution and resolution strategy are recorded and documented for future operations.
Incident knowledge database management
The gathered information from the incident is entered into the incident knowledge database as well as information from other service management processes.
This is ensured in a structured and organized manner to facilitate and improve future incident management processes.
Added value of our IT service desk
For any modern cross-industry organization that uses technology in the process of delivering its services, an IT service desk is much needed and necessary.
A well-structured IT service desk presents many advantages.
At DigitalCook, we made sure to organize our IT service desk’s diverse operations, from tools to resolution processes, in the most efficient way to attend to all your technical requests.
We put in your disposal proficient experienced agents that will communicate with you effectively to analyze and solve the issue.
Among the numerous advantages that our IT service desk presents we can list :
Added value of our IT service desk
For any modern cross-industry organization that uses technology in the process of delivering its services, an IT service desk is much needed and necessary.
A well-structured IT service desk presents many advantages.
At DigitalCook, we made sure to organize our IT service desk’s diverse operations, from tools to resolution processes, in the most efficient way to attend to all your technical requests.
We put in your disposal proficient experienced agents that will communicate with you effectively to analyze and solve the issue.
Among the numerous advantages that our IT service desk presents we can list :
Allowing your organization to save money on technology :
By utilizing our IT service desk for any type of technical issues, you can direct your company’s IT budgets towards the areas where its most needed.
Allowing your organization to save money on technology :
By utilizing our IT service desk for any type of technical issues, you can direct your company’s IT budgets towards the areas where its most needed.
Providing you with timely responses and eliminating downtime :
Thanks to our IT service desk’s broad knowledge and experience in incident resolution, we have collected large amounts of data on incident management and resolution.
This enables us to anticipate incidents before they happen, identify glitches quickly and prevent future system malfunctions that may interrupt your employees’ work and increase downtime.
By employing all these practices, downtime is significantly reduced and therefore your enterprise’s performance is unharmed.
Providing you with timely responses and eliminating downtime :
Thanks to our IT service desk’s broad knowledge and experience in incident resolution, we have collected large amounts of data on incident management and resolution.
This enables us to anticipate incidents before they happen, identify glitches quickly and prevent future system malfunctions that may interrupt your employees’ work and increase downtime.
By employing all these practices, downtime is significantly reduced and therefore your enterprise’s performance is unharmed.
Conduct end-user surveys :
To ensure our customers are always delivered with excellent incident management services, critical success factors are actively assessed and evaluated.
These factors include technicians that are evaluated based on their prompt responsiveness, and technology which is assessed for providing optimal user experience through uncomplicated ticket submission and assistance requests.
Conduct end-user surveys :
To ensure our customers are always delivered with excellent incident management services, critical success factors are actively assessed and evaluated.
These factors include technicians that are evaluated based on their prompt responsiveness, and technology which is assessed for providing optimal user experience through uncomplicated ticket submission and assistance requests.
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