We, at service desk go beyond traditional help desk experience with manual processes by implementing comprehensive process automation tools in addition to the dedicated help desk staff.
Find answers from our world-class team- anytime, anywhere
ISSQUARED®’s IT service desk provides a unified platform to deliver an easy and efficient way to address the customer needs, ensuring best-practice approaches for modern user experience. We provide comprehensive support for diverse management services including incident, request, knowledge and problem management, ensuring customer engagement, adoption and satisfaction across the entire service delivery.
With our IT service desk, you can free up from the burden of technical support services and become customer-centric rather service-centric. At the same time, you can ensure a pleasant, agile help desk experience to your customers or employees, allowing them to get quick and easy solution to their issues. In addition, our support services can deliver you from complex trouble ticketing system, capital investments, infrastructure requirements and staff retention issues associated with ITSM.
Service Desk Options
We offer shared customer service desks as well as dedicated service desk services depending on what suits your requirements the best. Our Help Desk is also integrated with NOC/SOC services which implies that you can expect the best in terms of technical support and escalation support. We can also offer variations like Weekend only service desk, Night Shift only service desk and Off-Business hours only service desk.
With 24×7 personal attention from Tier 1, Tier 2 engineers, ISSQUARED® service desk can deal with any problem situation of any complexity, any time. Our highly experienced, certified professionals make use of best of breed ITSM tools and processes in order to quickly and effectively identify, analyze, diagnose and resolve issues. All our resources are vetted against rigorous background verification processes and our delivery facilities are biometrically secured and ISO 27001:2013 as well as ISO 20000:2013 certified.
Our IT service desk platform is hosted in Las Vegas, NV with an integrated Infrastructure DR capability in Thousand Oaks, CA. It leverages the latest in virtualization technologies as well as VoIP/IP Telephony systems to provide you with best of call quality albeit at an attractive cost.
SLAs & Compliance
We prioritize issues or problems with stricter response, resolution and issue-based SLA policies to automate monitoring processes for identifying and reporting on potential issues or problems in adherence to compliance objectives.
Our IT service desk solutions put every effort to minimize resolution times and reduce business costs and risk.
Service Desk Feature Set
Technical breadth and depth of resources
Globally compatible resources
Integrated with Level 3 Resources and NOC/SOC support teams
High First Call Resolve (FCR) rate and <40 second hold times
Customer/client self-service portal to keep track of tickets and request any assistance
Private label service, where requested
Custom combination of help desk services including on-site, dispatched and remote
Strive to exceed customer and client expectations on every call
Support for a variety of computing devices, including desktops, laptops, MAC’s, MS exchange, servers, VoIP sets and mobile devices
Support for multi time-zone environments, including international operations.
Multi-platform support, including operating systems, hardware and software
Use of ITIL-based toolsets and processes for incident and problem management
New machine setups and induction if needed
Focus on KEDB creation and maintenance with a metric on how often the KEDB is used to resolve issues
Escalation Support for integrated IT Infrastructure Support teams (NOC/SOC)
HIPAA & PCI Compliant
Change management and Configuration management support
Ability to provide Asset management services across hardware and software components
Ability to manage thousands of devices located in different places by establishing multiple clouds and carriers
Ticket management and vendor liaison for third party and carrier issues
Advanced trouble ticketing platform for Incident and Problem management services
Comprehensive, customized monthly reports detailing key SLA metrics and 24×7 Help Desk response times
Our engineers and consultants will setup, monitor, and maintain the software with aggressive SLAs and guarantee fundamental access never fails. We will even strategically align future software integration with our own software provision, our priority furnishing a secure system with effortless controls.