Service Desk is the single point of contact (SPOC) and engagement between users and the Service Provider for day-to-day activities. It undertakes managing incidents and service requests and handles communication with the users. Simply, a service desk is a communications center where customers can find help from their IT service providers.
The service desk covers the following ITSM processes:
More than 150 service desk products are available so selecting the wrong ones can cost the company a lot. At TSC, we help you in selecting a suitable service desk solution for your company. A long list of questions and considerations will be carried out before the selection. A part of these questions and considerations include:
What type of support do your customers expect?
Select your “must-have” features and “good to have” features
Review reporting options
Check on the adoption of processes based on ITIL
What experience do you want to offer your customers?
Define the suitable deployment option (On-Premise, On-Cloud)
Prioritize reliability and support
Check integration options and scenarios
What experience do you want to offer your support team?
Consider scalability and automation
Identify key processes and their dependencies
Define the required budget
Moreover, the experience we have at TSC in delivering end-to-end service is one of our strengths, priding ourselves on our very solid knowledge. TSC is proud of having localized some leading service desk products and of adjusting interfaces to be in Arabic and with right-to-left alignment. This requires extensive experience in service desks and a good relationship with our clients.
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