Service Desk: the 1st level IT support

Much of the technology used by companies is aimed at improving the user experience of their employees. Just think of the workstream collaboration platforms, the various automation apps and platforms, and all the software we use with the promise that it will make our lives easier. User satisfaction is constantly put at the forefront with positive consequences in motivation and sense of belonging, but above all at the level of company performance. Just as users require powerful tools that can effectively accompany them during their daily activities, they must also be given the opportunity to rely on efficient, fast and professional technical support. As is often the case in large companies, this role is delegated to a Service Desk department within the IT department itself, but differently, in smaller companies where the tasks of individuals are less vertical, the IT department, if present at all, often consists of 1 or maximum 2 employees, who have to manage various tasks that are defined as more fundamental to the company's business continuity to the detriment of supporting internal users, who are therefore left alone.

4IT Solutions’ Service Desk Service

Designed as a comprehensive 1st level support mainly for small companies, the Service Desk is guaranteed on weekdays from 08.00 to 12.00 and from 13.30 to 18.00 and allows requests to be fulfilled without further overloading internal IT teams, thus enabling users to receive feedback within a short time frame.

The way this service is managed complies with the ITIL standard and makes it possible to coordinate the response time, resources and resolution of each ticket in an optimal way.

How does it work?

The 1st level technicians, through a ticketing system, accept the request, classify it and keep it monitored until it is resolved. The aim of this type of support is to manage all those incidents that may block, slow down or compromise a user’s operations and to deal with them by restoring normal service as quickly as possible.

Moreover, thanks to data collection, it is possible to catalogue and historicise information and provide a statistical control base that allows recurring problems to be identified, providing a record of the solution methods already applied. In addition, the customer will be updated on the progress or resolution of the reported problem.

The main benefits of the service

  • Incident and request management through a preset platform
  • Predefined and managed service level consistent with user and business needs
  • Statistical measurement of service performance
  • Collection of information related to the type of incidents and requests resolved
  • Creation of a knowledge base or guidelines on how to solve incidents
  • For 2nd and 3rd level support or 24x7x365, discover our System Availability service.
Stefano Papaleo

Stefano Papaleo

CTO - PM & Solution Architect - Team Leader

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