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.