Based in the UK, the Service Desk is able to offer clients a single point of contact for any, and all, of their IT support requirements. The service desk personnel will then communicate and manage issues on the client’s behalf with the respective 3rd party suppliers.
Key Points
Operating 24/7, 365 days per year
UK only call centre
OLA/SLA’s provided for each stage of the process
Web interface for clients to view and log calls
Flexible service, tailored to the clients requirements
Named Account Handler
Scalable service
Companies that might benefit from the Service Desk are those that use multiple suppliers to provide technical support, companies that provide support to multiple clients which is then outsourced to multiple vendors or companies that have multiple internal IT departments and require a single point of contact to manage service desk requests on their behalf.
Tickets can be raised via email, telephone or via the web interface.
Service Levels
Level 0
Raise tickets and forward to third parties. Manage ticket through to completion and provide monthly management reports. There is no issue resolution included at this stage
Level 1
Raise tickets and provide first line support. When necessary, handover to third parties and manage through to completion. Provide monthly management reports
Level 2
Raise tickets and provide second line support. When necessary calls will be handed over to third parties and managed through to completion. Reports will be produced monthly or weekly
Level 3
Raise tickets and support through to completion, including passing on and managing communication with final line support companies (such as Oracle, Sun etc). Reports will be produced weekly or daily if requested
At all levels, RDB Concepts will be responsible for ensuring tickets are escalated as and when necessary and for ensuring the client is kept informed of the progress of their tickets. Prior to closing the issue, RDB Concepts will communicate with the client and check that they are happy for the issue to be closed.
Within each level, a tier system is then operated which allows for a number of calls to be made during the month. The tiers are flexible and allow the client to move up and down during the life span of the contract to ensure the most cost effective pricing is applied.
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