SERVICE DESK

IT Service Desk acts as a nodal point of communication and connect for all requests and concerns in an enterprise. Users and enterprises face a wide range of challenges including the need for quick service, a single point of accountability and the need to be empowered. Enterprise level challenges faced by federal agencies are:

  • Future Ready – on time and effective solutions
  • Enhanced Productivity – ease of usage and adaptation
  • Glocal Experience – through regionalized adaptation of global service
  • Smarter Systems – through extensive use of automation
  • Collaborative Change – communicate and involve users at every stage

IIS’ IT Service Desk led by ITIL methodology acts as the nodal point between service providers and end users. We proactively keep users and stakeholders informed of all relevant service events, actions and service changes that are likely to affect them. Our IT Service Desk provides an user with an informed single point of contact for all IT requirements.

  • Facilitates integration of business processes into the service management infrastructure
  • Actively monitors and own incidents and user questions, and provides communication channels for other service management disciplines with the user communication
  • Provides an interface for other activities such as customer change requests. Provides end-to-end ownership of the calls till resolution
  • Large pool of ITIL certified consultants who work on global infrastructure and processes, and are capable of migrating and operating on large scale IT support and call centers