SERVICE DESK

A real business for which “Nilort IT Group” has decided to make it one of its poles.

The ServiceDesk, or HelpDesk, allows enterprise to set up a preferred point of contact (SPOC) with its users.

Its mission: to help customers solve their computer problems.

DESCRIPTION

diagram service desk

ServiceDesk is the service responsible for responding to requests for assistance from users. These come into contact with the Service Desk in order to find an answer to a computer technical problem, both software and hardware.

Users can reach the help desk:

  • By email,
  • By telephone,
  • On the company’s website via an internal incident management tool or a tool solution such as “GLPI” offered by “Nilort IT Group”.
  • The user can solve his problem himself via documents and notices (FAQ). This is called self-service troubleshooting mode.

This helpdesk can be set up by the software publisher, the hardware manufacturer or an internet provider to assist their customer users in solving technical problems on their products.

The Service Desk is often free for users inside their company. However, some publishers offer a paid support service that offers an additional quality of service (optional):

  • 24/7 service,
  • On-site intervention at a time determined by the “Service Level Agreement” (SLA),
  • Request processed in priority during a phone call.

LEVELS OF SERVICES

A ServiceDesk must offer different levels of service to be able to respond easily to user requests according to the priorities of the company. These levels are also filters intended to lead a user to the right technical interlocutor able to solve his problem in time required by the rules determined for the various departments of the company in partnership with the IT Department.

There are 3 levels of service desk interventions / queries as part of a Service Desk.

  • LEVEL 1

The user is connected to the customer’s network who registers via the “Service Desk” the request, gives an intervention number and tries to solve the problem of the user by using a knowledge base of existing problems known in the world business. 

  • LEVEL 2

The user has a more complex problem. He is referred to a technical expert who has the opportunity to diagnose the fault and find the appropriate solution. The expert can operate if necessary a remote repair by taking “hand” on the user’s computer through the network “LAN” or “WAN of the company.

  • LEVEL 3

The user is routed to a specialized technical service provider within the company, or even to software publishers or hardware manufacturers.

OBJECTIVES

Among the advantages of the Service Desk, we find :

BETTER INTERACTION WITH USERS

FACILITED PROCESSING OF DISPUTES

SPOC

SINGLE POINT OF CONTACT FOR USERS

BETTER BRAND IMAGE of the company

BUSINESS CONTINUITY

AND THE OPERATION OF THE COMPANY

At “Nilort IT Group”, ServiceDesk and Service Management are more of a spirit and a behavior than a service. They must ensure that processes and systems are fully aligned with the expectations of the customer and its users.

SERVICE DESK WITH NILORT

The first priority of the “Nilort IT Group” is the reception and the response to the requests of our customers, by delegating professional Minimum Service Desk Consultants perfect bilingual FR / NL on site with our Clients, having a perfect idea of what it means deliver the Service through :

  • EMPATHY AND RESPECT FOR THE USER
  • AN IMAGE OF THE COMPANY
  • A CONSIDERATION OF THE PROBLEM OF THE USER
  • AN IDEAL PROXIMITY OF THE ACCOMPANIMENT OF THE USER'S PROBLEM

In addition, the Service Desk also has a coordinating, monitoring and reporting role for second- and third-line problem-solving groups. Our customers must have the least possible hassle in order to continue their normal activities. This is precisely why “Nilort IT Group” has invested in dedicated and qualified “customer” teams that gather profiles and skills such as “Service Desk Engineer Level 1 and 2”, “Team Leader” and “Service Delivery Manager” In accordance with the ITIL methodology.

SERVICE MANAGEMENT

Ability to provide services associated with the correct application of processes and procedures. Nilort Technologies IT Group provides full service management (for all services).

The Service Delivery Manager reports on the quality of service delivery, anticipates changes, or tailors services as agreed and defined in service level agreements (SLAs).

SERVICE INTEGRATION

Service Integration offers a full service (techno-operational) service from the workplace to the business application, corresponding to the level agreements and service requirements.

As a service integrator, Nilort Technologies IT Group is responsible for the management of all service providers up to the technical management of applications.

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