IT Support Service Desk
Service Desk
With increasing business process dependency on IT services and IT infrastructure, it has never been more important to ensure that changes to the infrastructure are managed to perfection. What’s more, you need a detailed understanding of the business impact of an outage as well as the ability to control the process to execute upgrades and changes flawlessly and maintain service availability and service performance to the agreed levels.
Maywood Solutions Service Desk is a comprehensive, scalable IT Service Desk designed to provide a 24/7 support service to channel partners and their Customers. Using the Maywood Solutions Service Desk ensures our Customer’s can easily streamline IT service processes as well as manage the IT service life cycle through comprehensive service level management capabilities. Service Desk provides effective controls for our Customer’s critical service support and service delivery processes.
Challenges of service and support management
Managing service commitments and keeping our Customer’s networks mobile is the core goal of Maywood Solutions service support activities. Today, keeping people connected with the network infrastructure is more complex than it has ever been. Technology is constantly advancing, the infrastructure is rapidly converging and the demand from our Customers changes as their business evolves. To meet this challenge our Customer’s are being asked to do more within a shorter timescale which in turn increases expectations from the Customer on managing service commitments, motivating and effectively managing support personnel, addressing governance issues and doing so with the constraints of declining budgets.
Optimising service and support
Maywood Solutions Service Desk addresses the challenges of managing today’s complex service and support requirements. Providing a comprehensive and scalable service management solution Maywood Solutions Service Desk is available to our Customer’s 24/7 all year round. The technology behind Maywood Solutions Service Desk is designed to reap maximum benefits to our Customer’s through a service and support solution that can grow in parallel with our Customer’s network requirements.
Distinctive features and functionalities
Maywood Solutions Service Desk is designed to meet all our Customer’s service and support requirements. Whether they need network integration with supporting IT management or highly capable knowledge resource, Maywood Solutions Service Desk can meet the demands of today’s businesses. Our service has been tailored over a number of years to accommodate the features and functionality required to support a multi-vendor, non-proprietary technology environment.
Incident management
Incidents are faults, errors and issues that our Customer’s are experiencing with their network. All incidents are logged immediately through the Maywood Solutions Service Desk.
Key features of Incident management:
• Log calls for Customer’s
• Incidents are automatically routed to teams or individuals based on client and type.
• Full service level times and milestones recorded
• Time spent at each action and function recorded
• Link incidents to problems, change requests or known errors
• View asset information e.g. Software installed, hardware specifications
• Check against open calls, user or asset to prevent duplicate calls being logged
Knowledge management
Within any organisation the distribution of knowledge to staff is essential, allowing staff to have the knowledge resource to perform general day to day roles efficiently and effectively. Maywood Solutions’ Service Desk allows knowledge to be recorded, monitored and distributed to the required teams effectively. Partitioned knowledge bases allow managers to decide who has the relevant knowledge to support field engineers with any additional technical information that is essential to address a particular site visit.
Raising an incident
Engineers are able to raise new incidents via the Maywood Solutions Service Desk. Screenshots or files that can aid the Service Desk in rectifying the incident more efficiently can also be added. After the call has been logged with the Service Desk the engineer has the ability to add additional notes to the call, allowing further actions to take place. Engineers also have the ability to remotely update calls and even resolve them; this activity through a secure portal will automatically update the Maywood Solutions Service Desk records ensuring high levels of productivity.
Service level management
The Maywood Solutions Service Desk features dynamic Service Level Agreement (SLA) management capabilities. All incidents, requests and engineer calls are recorded into an inventory allowing Maywood Solutions Service Desk to quickly search any recent or previous call records. The 24/7 Maywood Solutions Service Desk has the ability to receive and track calls at any time of the day or night ensuring that your Customer’s are supported in the most efficient way possible, keeping downtime to the absolute minimum.
Key features include:
- Unlimited SLA’s
- European network of field engineers
- User defined priorities
- Breached and near breach analysis with warnings via e-mail, pop up notify, colour coding, BlackBerry/PDA and mobile phone alerts
To find out how we can assist you further with your Service Desk requirements please contact us today where one of our representatives will be on hand to deal with your enquiry in more detail.
