Managed Services :
► IMAC and Disposal Services
► IT Infrastructure Services
► Project Services
► Service Asset/
Configuration Management
► Service Desk
► System Configuration
Services
Service Desk
Service Desk (ITIL V3)
If you are looking to drive business success through excellent customer service without owning the associated costs and risks, then our comprehensive and completely customizable Managed Service Desk services will deliver continuous service improvement and relieve you from the overheads of recruiting, training and retaining specialist staff.
Our purpose built 24/7/365 service centre handles all IT enquiries quickly, efficiently and cost effectively, delivering immediate and long term benefits to your organization, including enhanced service levels, improved caller satisfaction, a reduction in disruptions to your business operations and lower costs through the consolidation and standardization of service desk processes, procedures and tools. Our Service Desk functions include:
- Service Desk and 1st Line Support
- 2nd Line Support
- 3rd Line Support
- Service level management
- Service Asset and Configuration management
- Stand alone full function (Configuration Management Database)
- Incident Management
- Problem Management
- Remote Monitoring
- Remote Resolution
- Remote software distribution
- Service and asset reporting.
Governed by SAMSS (ServiceTec’s Airport Managed Service Solution) – an easy-to-use, powerful, expandable, flexible and cost-effective IT service management solution developed specifically to meet the service desk and service management requirements of airlines and airports – our dedicated Service Desk is manned by analysts highly qualified and experienced in airport and airline service management.
Capable of delivering numerous benefits, our service desk currently supports Schiphol, London Heathrow and Munich international airports, delivering end-to-end Incident and Problem Management of Common Use and Transfer Kiosk services.
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