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Service Desk Outsourcing

An integrated ITSM approach for improved service quality

Our centralized technical service desk offers a single point of contact for users as well as for IT staff, providing an integrated interface for all ITSM activities and related services, either delivered by Intrasoft International or other third party service provider.

Set up according to strict ITIL principles and ISO 20000 procedures, our service desk provides world class IT-support to tenths of thousands of people in multiple countries every day. Our offering is flexible enough to adapt to the individual needs of the most demanding organizations in a cost-effective way.

Service Desk Attributes

  • Multi-channel communication with all stakeholders.
  • Diverse and extended expertise to handle a variety of technical issues.
  • Level 1 and/or level 2 support.
  • Incident & problem management.
  • Single interface & integration point for other service requests, such as change management configuration management, maintenance etc.
  • Standardized and automated procedures.
  • SLA-based operations.

Alternative Business Models offered

  • Access to a common, centralized service desk in the form of shared service.
  • Dedicated service desk at customer’s premises.
  • Combination of service desk offering with other managed services in the form of service bundle.
  • Consulting services for the design, assessment or performance improvement of ITIL-based customer’s service desk.

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