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- Managed Information Services
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Managed Service Desk
An effective user Service Desk that can handle all IT enquiries at a reasonable cost is a real asset - perhaps your own Service Desk is costing you more than it needs to.
If you're looking to improve the service your Service Desk provides to employees and customers, and reduce costs - Sandiy's Service Desk Managed Service can offer continuous service improvement through its unique Sense and Respond approach.
Today's highly complex and continually changing IT infrastructures demand Service Desk solutions that match your unique business needs. Tracking physical, financial and contractual assets across the enterprise requires a unique blend of process and tools.
Your Service Desk is essential to keeping your business running smoothly. We understand the pressure to reduce costs and expedite service while maintaining quality service levels.
Download the Sandiy Managed Service Desk PDF, 50KB »
With years of industry experience, our team of professionals can assist your organization with the implementation of Industry Best Practices and leading technology solutions enabling you to:
Sandiy's Service Desk - led by ITIL methodology, acts the nodal point between service providers and end-users and proactively keeps users informed of all relevant service events, actions and service changes that are likely to affect them. The Sandiy Service Desk provides end to end ownership of the calls till resolution.
Sandiy has a high pool of ITIL certified consultants and works on global infrastructure and processes, with capability to migrate and operate on large scale IT support and call centers. Sandiy has state of the art facilities in six locations in India, along with multiple point presence in various geographic locations having fiber connectivity; the global infrastructure is enhanced with robust telecom network, capable of carrying both voice and data.
With consistent investments and growth initiatives coupled with deployment expertise in Six Sigma and other global quality initiatives, Sandiy is a pioneer in setting industry standards for delivery and enhancing customer experience.
Service Desk Offerings
Why choose Sandiy?
Because we use our Sense and Respond approach to drive continuous service improvement by seeking ways to reduce the number of problems, circumvent problems and find additional ways of speeding the resolution of high impact problems
Because we empower our Service Desk agents, we do not just focus on the achievement of Service Desk statistics, we look at the whole service provision.
Because our Service Desk agents are dedicated to one client they understand more, can better relate to the user and the impact of the problem.
An effective user Service Desk that can handle all IT enquiries at a reasonable cost is a real asset - perhaps your own Service Desk is costing you more than it needs to.
Just some of the benefits:
- Improve the Service Desk service levels, improve caller satisfaction levels
- Reduce disruptions to the business operations
- Reduce the Service Desk costs, consolidate and standardise Service Desk processes and tools.
If you're looking to improve the service your Service Desk provides to employees and customers, and reduce costs - Sandiy's Service Desk Managed Service can offer continuous service improvement through its unique Sense and Respond approach.
Today's highly complex and continually changing IT infrastructures demand Service Desk solutions that match your unique business needs. Tracking physical, financial and contractual assets across the enterprise requires a unique blend of process and tools.
Your Service Desk is essential to keeping your business running smoothly. We understand the pressure to reduce costs and expedite service while maintaining quality service levels.
Download the Sandiy Managed Service Desk PDF, 50KB »
With years of industry experience, our team of professionals can assist your organization with the implementation of Industry Best Practices and leading technology solutions enabling you to:
- Increase productivity and utilization of Service Desk staff
- Effectively monitor and control costs and service levels
- Enable centralized management reporting on all aspects of the Service Desk
- Reduce your Total Cost of Ownership
- Provide Service Level Management and automated problem escalation and notification
- Automate routing to desired skill sets
- Provide problem resolution tools and knowledge bases
- Easy access for internal or external customers through the worldwide web
- Link change requests to problems
Sandiy's Service Desk - led by ITIL methodology, acts the nodal point between service providers and end-users and proactively keeps users informed of all relevant service events, actions and service changes that are likely to affect them. The Sandiy Service Desk provides end to end ownership of the calls till resolution.
Sandiy has a high pool of ITIL certified consultants and works on global infrastructure and processes, with capability to migrate and operate on large scale IT support and call centers. Sandiy has state of the art facilities in six locations in India, along with multiple point presence in various geographic locations having fiber connectivity; the global infrastructure is enhanced with robust telecom network, capable of carrying both voice and data.
With consistent investments and growth initiatives coupled with deployment expertise in Six Sigma and other global quality initiatives, Sandiy is a pioneer in setting industry standards for delivery and enhancing customer experience.
Service Desk Offerings
- Setting up offshore IT Service Desks for IT infrastructure support and management
- Providing single point of contact for IT users of an enterprise across locations and geographies
- ITIL based framework and Service Delivery – Best in class infrastructure support
- IT Infrastructure support covering desktop / laptops, servers, operating systems, office productivity suites, email & browser support, network & connectivity issues, line of business & custom applications, handheld support and infrastructure support
- Incident management for user queries, so each issue is logged and monitored until resolved
- Workflow engine to move issues through a defined flow from open to closed, including monitoring that response time is within the guidelines of any existing service level agreement (SLA)
- Web self-service enables employees to access online knowledge bases to search for solutions, open and update support incidents and even perform password resets
- Technology refresh – Enhancements and upgrades
- Knowledge base population and updation
- User administration management
- Security management and virus control
- Performance management and reporting
- Change management – Trend analysis and pro-active change planning
Why choose Sandiy?
Because we use our Sense and Respond approach to drive continuous service improvement by seeking ways to reduce the number of problems, circumvent problems and find additional ways of speeding the resolution of high impact problems
Because we empower our Service Desk agents, we do not just focus on the achievement of Service Desk statistics, we look at the whole service provision.
Because our Service Desk agents are dedicated to one client they understand more, can better relate to the user and the impact of the problem.
