Enterprise Service Desk

Enterprise Service Desk

Service Desk is a single point of contact for all users of IT with the goal to restore their normal service operations as quickly as possible. This can involve fixing a technical fault, fulfilling a service request, answering a query – anything that is needed to allow the quick return to normal working.

For any size global enterprise looking to drive down the cost of support, increase customer satisfaction, maximize employee productivity and enable a seamless IT operation Enterprise Service Desk is the single point of contact for reporting and end to end management of incidents and service requests. Service Desk functions seamlessly in a multi-sourced environment providing an outstanding end-user experience; provides complete end-to-end ownership of all incidents and service requests; emphasizes first contact resolution; and provisions the services from and to anywhere across the globe. Service Desk helps you to realize a significant impact on your service desk productivity and end user efficiency.

Front Metrics Technologies IT Service Desk Solution helps in design, development and implementation of an industry wide accepted Service Desk aligned with ITIL® processes providing efficient and cost effective IT Services to customers. Through a proactive approach, we address not only escalating issues in service desk delivery, but also identify and prevent recurring issues thereby providing true value to you through reduction of average incidents/calls per device. Our extensive reporting helps improve understanding of issues and hence better service levels. With Front Metrics Technologies taking care of your Enterprise Service Desk implementation, you are certain to experience the benefits of improved efficiency, availability, security and greater control over your IT costs.

Following are our service components in IT Service Desk:

SELF HELP

An enterprise wide web portal with an enriched and updated back-end of knowledge base of most common issues faced by users that enables users to resolve an incident, create a request, report an incident and review the status of submitted requests etc.

FIRST & SECOND LEVEL SUPPORT

Provide support for logging, tracking, resolution and reporting of help desk incidents and service requests. The activities associated with restoring normal service operation as quickly as possible and to minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

SERVICE REQUEST MANAGEMENT

It encompasses all the activities starting from accepting and logging of a service request through a service catalog, approval coordination, request prioritization, request fulfillment and closure.

EXECUTIVE/VIP SUPPORT

These services include providing accelerated response to the executive users within the customer organization. This is offered through providing a dedicated or designated team to provide support to VIPs.

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