ServiceDesk
Delivering first class service, providing 100% peace of mind�
Organisations are under pressure to implement efficient, reliable and cost effective Helpdesk service solutions. The ISC ServiceDesk approach enables organisations to deliver complex support solutions with reduced risk and lower cost than the open market alternatives.
ISC ServiceDesk launched in 1999, with capacity for over 15,000 calls per month, acts as a single point of contact to answer, log, resolve, escalate and manage all customer calls and provide status updates on incoming support calls. We will effect an immediate resolution over the phone or through remote control capability of the customer�s desktop. Where a resolution is not possible, the call will be escalated to ISC specialist teams. At all times, the ServiceDesk retains ownership of the incident until closure. Over 80% of all calls are resolved immediately by the technician who answers the telephone.
ServiceDesk includes pre-defined service levels agreements (SLA) tailored to meet customers� business needs. ISC retain dedicated, highly skilled certified support professionals to deliver this service. ISC provide support on a range of products, a current list is available on request. ServiceDesk is available to all business types within the UK and Ireland and is offered with hours of cover to suit customers� individual requirements and may be based either at ISC or customer site.
Hours Of Cover
- Service through standard business hours 08:00 to 18:00 Monday � Friday, excluding Public and Bank holidays.
- Extended hours of cover are available.
Key Features
- Rapid response.
- First time assistance.
- ISC are able to provide highly competitive pricing.
- ISC utilise a dedicated team of highly trained and qualified engineers.
- Wide ranging skill set.
- Multi skilled � 1st and 2nd line software support, customer specific skills.
- Senior consultants are available to escalate technical problems.
Vendor management. - Based at ISC or customer site.
