Service Desk

Our service desk provides a reliable platform between end users and our infrastructure enablement providing high availability by for consistent technical support wherever and whenever it is needed seeking guaranteed service levels. We maintain and track user satisfaction while taking ownership of incidents until they are resolved.

A Service Desk, understands that information offers companies strategic advantages and it ensures proper mechanisms are in place for the data to be analyzed, produced and distributed seamlessly. The best Service Desks manage information delivery by utilizing Information IT infrastructure Library (ITIL) best practices to deliver these services. The Service Desk is the first contact in an organization for any and all IT questions.

According to ITIL, the definition of a Service Desk is – A the single point of contact between users and IT Service Management. Tasks include handling incidents and requests, and providing an interface for other ITIL processes. The primary functions of the Service Desk are incident control, life cycle management of all service requests, and communicating with the customer.

Another definition of Service Desk is a center that provides a Single Point of Contact between a company's customers, employees and business partners. The Service Desk is designed to optimize services on behalf of the business and oversee IT functions. Thus, a Service Desk does more than making sure IT services are being delivered at that moment, it manages the various lifecycles of software packages used to provide critical information flow by utilizing ITIL best practices.

A service desk is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees and business partners. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner.

Service desks are designed to handle both incidents and service requests. In this context, an incident is an event that results in a disruption in service availability or quality. A service request seeks help with a routine task, such as helping a user change a password or getting a new user set up in work systems. Other services provided may include change management, release management and configuration-related tasks.

Implied Services service desk solution provides complete 24x7 help desk coverage - from call management/service request tracking/ problem ticket management/change request management. Our service desk is a cost-effective alternative to in-house service desk. All cases are well documented to facilitate root cause analysis, which results in higher first call resolution and increased customer satisfaction.