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The Datacentrix Service Desk is a hub that provides a single point of contact for its customers' IT departments and is an integral and core component of IT business activities. The Service Desk offers a 24x7x365 professional managed services solution for both enterprise-level and small to medium enterprises (SMEs). The always-available Service Desk provides Datacentrix' customers with the ability to rapidly report any IT problems and solve ongoing issues. It also acts as a conduit for end-user assistance:
The Service Desk offers a highly integrated environment where all incident, request, change and problem information is managed against a set of criteria and verified against information contained within the configuration management database (CMDB). First-line support staff are all highly-qualified in a bid to ensure a high first-call resolution rate. Should the incident not be resolved it will be escalated, and allocated to the next level of support where the overall management of the call will still remain with the Service Desk.
Datacentrix' Service Desk operations are underpinned by proven methodologies and standards, ensuring that everything is done according to established processes and procedures. The company's flexible contracts with full Service Desk service level management include:
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