IT Service Desk
Service Desk Personalized
BCS Service Desk is your dedicated IT support partner, providing tailored solutions to meet client specific needs. Our team of skilled service desk analysts are committed to delivering exceptional support and driving customer satisfaction.
Our Service Desk operates as a centralized, round-the-clock support function, providing comprehensive assistance for a wide range of IT issues. By leveraging our expertise and industry best practices, we aim to optimise your IT operations and drive business success.
Centralized, round-the-clock support function
Our team of skilled agents offers both Level 1 and Level 2 support, troubleshooting hardware and software problems, and ensuring uninterrupted operations. Beyond reactive support, we proactively monitor the user environment to identify potential issues and enhance overall user experience.
24/7 IT Support
- Round-the-Clock Assistance: Provide continuous support to address IT issues anytime, anywhere.
- Multi-Channel Support: Offer support through various channels, including phone, email, chat, and self-service portals.
- Incident Management: Efficiently manage and resolve incidents to minimize downtime and disruption.
Service Request Management
- Streamlined Processes: Automate and streamline service request handling to improve response times.
- Custom Workflows: Design custom workflows to align with your business processes and requirements.
- Knowledge Base: Develop a comprehensive knowledge base to empower users with self-service options.
Problem Management
- Root Cause Analysis: Identify and address the root causes of recurring issues to prevent future incidents.
- Proactive Monitoring: Implement proactive monitoring to detect and resolve potential problems before they impact users.
- Continuous Improvement: Continuously improve service quality through regular reviews and updates.
Asset Management
- Inventory Tracking: Maintain an accurate inventory of IT assets to optimize resource allocation.
- Lifecycle Management: Manage the entire lifecycle of IT assets, from procurement to disposal.
- Compliance: Ensure compliance with industry standards and regulatory requirements.
Engagement Model
BCS employs a multi-tiered service delivery model to ensure optimal client satisfaction and performance. Each client is assigned a dedicated Engagement Manager and a Service Desk Manager as primary points of contact. To further enhance service delivery, functional teams are led by experienced Team Leads responsible for quality assurance and effective stakeholder management.
This structured approach enables us to deliver exceptional service while maintaining clear accountability and communication channels.