A single point of contact 24/7
For many companies, delivering Service Desk solutions such as incident management or administration to staff members on a 24/7 basis is cost-prohibitive, or relies on the complex networks of on-call systems. These challenges have been increasing as organizations respond to the move towards flexible working.
APSU believes Service Desks are at the core of delivering efficient IT to an organization, as they are seen as the “face of IT”. Through the use of APSU’s Service Desk services, organizations can extend the capabilities delivered to end users while ensuring a consistently high level of service delivery.
APSU’s Service Desk solutions are delivered to customers across the US exclusively from our US-based operations centers.
Flexible
APSU Service Desk can integrate with your existing Service Management tools, or provide a platform for you.
Coverage
APSU has a range of flexible Service Desk products delivering service when you need it, or extending your internal capability. This includes full 24/7, business hours only, out of hours only, and even overflow or Ad-hoc coverage.
Integrated
APSU Service Desk can answer the call as your organization, appearing to callers as being an internal function.
Professional
Through our professional services capability APSU can extend this service to create processes on your behalf to bring a consistent approach to issue resolution.
User Administration
In addition to traditional Service Desk capabilities, ASPU offers Service Desk based administration services covering user administration within IBM i, Wintel, Exchange, and Notes environments.
Quality Driven
The APSU Service Desk is based on the adoption of your operational processes to ensure that the correct actions can be undertaken, thereby ensuring issues are responded to “right first time.”
APSU Service Desk is staffed by technically skilled members of staff round the clock ensuring that you can speak to someone who is able to help.
Wide Scope
APSU Service Desk core skills are within the Wintel and Power-i environments, but through the implementation of suitable procedures these skills can be extended to manage a wide range of documented processes extending the capabilities beyond just IT.
Integrated
APSU Service Desk can answer the call as your organization, appearing to callers as being an internal function.
Functions
APSU’s Service Desk gives you a single point of contact to provide the following functions:
• Call management
• First contact resolution support
• Escalations
• Remote service desk support
• Base service level
• Service desk reporting
• Service delivery management
The service is also multi-channel to enable contact via e-mail, telephone or the web.
Reporting
Service Desk reporting is a key management tool for both APSU and our clients. Reporting often provides the big-picture perspective that reveals the “real issues” underlying our client’s end users needs. During service take-on, APSU’s service delivery managers will work with our client’s to define reports that work towards identifying their common user problems.
Call Reduction
APSU will through the use of Service Desk reporting and procedural review, strive for first-contact resolution. By analyzing the top Service Desk requests, we will work with our clients to pro-actively identify and resolve repeat calls in order that call volumes are reduced.
Ask about our Managed Service Desk service
So that we can engage with you effectively, please click the Learn More button to provide us with some basic information about your current platform and goals so that we can determine where our expertise can help you.
