What is a service desk?

Our software lets you set multiple SLA policies to create task deadlines based on different business hours or ticket categories. Now, you can resolve tickets based on priority, and automate escalation rules to communicate violations within the service desk.

An outsourced IT team is the behind-the-scenes MVP of your organization, just like your favorite football teams' roster of physical therapists, trainers, and managers. While critical to success, the best ones are often those that help the system run smoothly and efficiently without being noticed.

ITS Service Desk Management includes a team of experts permanently assigned to your account so they know your operation and your users. Our agents serve as the point of contact from start to finish, utilizing ITIL standards and shift left methodology to ensure smooth resolution of incidents and hassle-free IT service desk solutions for your business. Our job at Flatworld Solutions is to streamline the entire process of reporting IT incidents to ensure a faster action time. This is how we completely transform and enhance your end-user experience so that you never have to compromise on work again. Furthermore, we make it a point to maintain our record of complete client satisfaction by upholding the quality of our IT helpdesk and constantly improving our high-end infrastructure. Here is a run-down of our entire range of IT services.

Several global businesses, time and again, have chosen Flatworld Solutions for their technical support needs. Be it assistance related to computers, mobile phones, software, etc. our tech support services executives work as a single point of contact for all your hardware and software maintenance issues. Our fast response times and immediate action ensures protection from frequent downtimes and hardware breakdowns. IT is full of jargon. It can be hard to keep track of all the relevant processes, frameworks, tools, and acronyms. With all the obscure IT terms floating around in the world, there are three important terms related to IT support that we often see conflated, confused or misused: Service desks often also include multiple ITSM activities. For example, a service desk usually encompasses ITSM activities that include service request management, incident management, knowledge management, self-service, and reporting. There are also usually strong links to problem and change management processes.

A help desk support service might be considered as offering a subset of service desk capabilities by some or be qualified as limited in scope by statements such as “the evolution of the help desk to the service desk. The service desk serves as the interface between customers and the IT team. Of course, features like knowledge management and reporting are critical in a service desk solution, but you’ll also want a service desk that's easy to use and set up, enables collaboration and adapts to your needs.

The right managed help desk service

Help desk services can be beneficial to companies of all sizes. Companies that have their own internal IT staff can use help desk services to outsource the support of solving end-user issues, which are typically repetitive with a limited need for advanced technical expertise.

Help desk services are provided by a managed service provider’s (MSP) network operations center (NOC). MSPs can have multiple NOCs running multiple shifts to provide round the clock support. As client issues are reported to the NOC, issues are assigned to the appropriate level of the technician. Each technician can track and monitor multiple issues with a closed feedback loop to the client.

Today’s complex technology environments make it difficult for IT teams to support every type of user issue, especially if it’s one they haven’t come across before. A reliable provider of managed help desk services can more quickly solve user issues than internal IT staffs because of the wide range of experience they have serving multiple customers, as well as their depth of expertise in a particular technology, such as cybersecurity.

Service desk services shouldn't just be about creating and closing tickets though that is a large part of the process. You need to help others, but allow them to help themselves, as well. contact us today for more information.

The right managed help desk service provider will provide technical support to your users 24×7 to solve their issues, and provide you with all the help desk functions that you need. Users will have faster, more comprehensive support, all delivered at a lower cost than you could provide with in-house staff. You will better control your security risk across the network, including risks inherent in BYOD, by leveraging your access to security experts at your MSP. Users will experience better performance from systems that will increase efficiency across the organization.

IT desk service support

An outsourced IT team is the behind-the-scenes MVP of your organization, just like your favorite football teams' roster of physical therapists, trainers, and managers. While critical to success, the best ones are often those that help the system run smoothly and efficiently without being noticed. Is your outsourced help desk providing your company the value it needs to win big?

IT professional to help you get your network functioning again properly. There are countless issues that can arise between your hardware, software, server, and applications, and your business can’t afford extended downtime. However, many small and mid-sized businesses also don’t have the luxury of a targeted IT department or an engineer who can help them.

Help desk services are provided by a managed service provider’s (MSP) network operations center (NOC). MSPs can have multiple NOCs running multiple shifts to provide round the clock support. As client issues are reported to the NOC, issues are assigned to the appropriate level of the technician. Each technician can track and monitor multiple issues with a closed feedback loop to the client.

If you want to get all the services from your Service Desk, you need to compare your product with ours. We provide everything mentioned above and more, so you can ensure a timely response. Whether you want to help end-users with self-service so you can focus on the bigger problems or want to customize your reports to make things easier, we've got you covered.

Service desk services shouldn't just be about creating and closing tickets though that is a large part of the process. You need to help others, but allow them to help themselves, as well. contact us today for more information. IT Help Desk is a component of contract services from Benton Technology Solutions. Our trained technicians are familiar with all major networks and are eager to support your end-users and ensure your business functions thoroughly.

Our Service Desk has onshore, offshore and nearshore delivery centers, with a dedicated, shared or blended model. We offer recruiting, training and performance management to identify the right people for the job and consistently follow up to ensure continued success for the services we provide your business. Our end-to-end service management approach and best practices comprise a framework for superior end-user and IT interactions.

What is IT Service Desk

The IT helpdesk function was born in the late 1980s as a support capability to fix IT issues. It was a highly technical function focused on the technology rather than the end-users. Early IT helpdesks didn’t have the concept of SLAs or time-based targets for resolving issues. It wasn’t until ITIL came onto the scene in the 1990s, capturing IT Service Management best practices, that the concept of the user-centric IT service desk began to emerge. The service desk was seen as an essential part of “managing IT like a service”.

IT Service Desks focus only on supporting IT Services but handle both the reactive “help” services as well as supporting routine tasks like provisioning of resources, access management, etc. IT Service Desks may be physical locations that users can visit in-person or they may be remote operations like a call center. Those versed in ITIL may say that the help desk service is tactical while a service desk is strategic – this will vary across organizations.

IT service management -- often referred to as ITSM -- is simply how IT teams manage the end-to-end delivery of IT services to customers. This includes all the processes and activities to design, create, deliver, and support IT services. The core concept of ITSM is the belief that IT should be delivered as a service.

Provide IT service and support without the cost and complexity of traditional ITSM solutions. Our affordable and transparent pricing lets you get started quickly and deliver value fast. Spin up new services with Jira Service Desk’s intuitive, codeless setup and configuration.A service desk is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees, and business partners. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner.

Service desks often also include multiple ITSM activities. For example, a service desk usually encompasses ITSM activities that include service request management, incident management, knowledge management, self-service, and reporting. There are also usually strong links to problem and change management processes.

The Information Technology Infrastructure Library (ITIL) defines the service desk as an essential information technology service management (ITSM) tool. ITIL is a globally recognized collection of best practices for IT service management.
The IT help desk is typically seen as more tactical, with the primary goal of helping to quickly resolve end-users’ immediate needs and technical issues and incidents. The help desk is reactive in nature but is expected to be efficient and speedy. The IT help desk can be separate from or part of a larger service desk operation to improve the overall organization’s customer services.