Service Desk
We help CIOs and CTOs who are concerned about the productivity of their company’s
end users. They need to maintain the highest level of support for their end users,
without increasing costs. They may be concerned about IT department staff training
and certification in the leading enterprise management tools, along with internal
processes knowledge. They also need to integrate and manage support of the growing
mobility needs of all their end users. At Isterlab-Global, we offer consistent, high quality
IT Help Desk services globally. Our proven methodology and expertise currently helps
provide help desk support to thousands of our client’s end-users worldwide. Each
step in our help desk outsourcing process is designed to address end-user issues
promptly and effectively. And, we put measures in place to prevent incidents from
occurring again. We help our customers move beyond reactive incident management
into request, problem, configuration, and change management processes that drive
higher levels of IT service management performance while reducing costs. At the
start of new client relationships, a consistent application of our proven methodology
ensures an on-time/on-budget launch of services for our clients.
Our Service Desk is largely centralized in Paris, and we deliver genuine 24 x 7
coverage for our customers. Our service desk consists of 1st, 2ndand 3rd level engineers,
with a tiered escalation structure, ensuring that tickets are handled by appropriately
experienced support technicians, and that tickets are escalated where necessary.
Unlike many service desks, our technicians have experience in both remote support
and on-site support. We actively rotate our technicians into customer facing on-site
positions in order to familiarize themselves with the real world needs of end users.
This process allows them to deliver more appropriate assistance over the phone or
via remote control sessions. Our service desk team is armed with the best remote
and on-site support and service desk with 24/7 365 Days.
Our Advantage
- Service desk team with hands on face to face support experience.
- Most advanced remote support.
- Complete 1st through 3rd level expertise backed by engineering specialists
- Professional service delivery management and team leaders
- 24 x 7 coverage
- 10+ years of experience; over 100,000 users supported