Today’s ICT infrastructures need to be available 24x7. So when problems arise with desktop environments, applications, landlines or cell-phone communications, companies need rapid, reliable assistance. In a great many cases, a single call or e-mail to the ICT specialists at Service Desk Services is enough to resolve a fault or answer an inquiry. In fact, T-Systems operates service desk centers around the globe, ensuring local advice and assistance worldwide, at all times. More than 2,4000 IT specialists from T-Systems’ Service Desk Services process over 9 million requests for support a year.
Economies of scale mean tangible savings
Thanks to their flexibility and vendor independence, Service Desk Services are the ideal choice for all hardware, software, and data-center operations. High resolution rates reduce the need for expensive on-site support, and minimize downtime. At the same time, customers benefit from economies of scale due to the large number of users across multiple organizations. Furthermore, the central service desk provides a single point of contact and control for the entire range of service operations, in line with ITIL.
Standard Service Desk Services comprise first-level support, delivering expert assistance for desktops, SAP software, and telecommunications. Dedicated service desks can be set up for custom applications. Optional modules are available for higher first-call resolution rates, extended service hours, and support in other languages besides German and English. With all Service Desk solutions, users can submit their problem reports by phone, e-mail, web portal or fax. And they can view the status of the trouble ticket any time, until the problem has been resolved.