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Service Desk
Managing user incidents!
The Keytech Service Desk provides a virtual in-house Help or Service Desk to respond to user incidents which can be both expensive to operate and at times difficult to manage. Add to this the common requirement for provisioning out-of-hours coverage and the task becomes challenging.
There is a cost-effective alternative the Keytech Service Desk which can provide the following:-
- Enterprise-class Service Desk to help track, progress and close IT incidents in a defined process.
- Incident logging via telephone and email.
- Incident Prioritisation and Escalation – ensuring the correct resources are applied in a managed way.
- Asset and contact management.
- User access to view & track logged incidents.
- Analyst Access – client Analyst Agents can receive, process, update, resolve and transfer incidents between themselves and the Keytech Service Desk to improve service levels.
- Remote Control - Keytech support staff can optionally take control of the affected PC’s to improve problem resolution time.
- Regular reviews and reporting.
All backed up by ITIL framework processes.
Click to download the Service Summary (you will need Adobe Acrobat reader) or Contact us