Service Desk Management (SDM)
Allied Digital’s Service Desk Management (SDM) offering, powered by our comprehensive Information Technology Service Management (ITSM) framework, was specifically designed to help our clients solve Enterprise IT problems faster so that user productivity remains uncompromised.
Our Service Desk Management experts handle over million support requests from our clients on an annual basis. These support requests are managed and facilitated from our Global Service Desk based in the USA and fielded by agents located across the globe.
We diligently act as the single-point-of-contact (SPOC) for end-users and provide end-to-end ownership of the calls from initiation to resolution. We proactively keep end user up to date with all relevant service events, actions and changes that are expected to affect them. Our global presence, high pool of ITIL certified staff, robust infrastructure and matured processes help us to focus and seamlessly achieve ‘First Call Resolution’ with the goal of keeping our clients end users productive.
What We Offer
Our SDM offerings can automate existing client service desks, implement new service desk capabilities, consolidate IT service desks, as well as provide web-enabled support. The list of Incident Handling Activities managed by our SDM includes:
- Field Call, Email or WEB Incidents
- Triage / Resolve or Escalate
- Coordinate handoff with resolving groups
- Update incidents notes with progress
- Keep user informed of progress
- Monitor incident for resolution / push for progress
- Escalate according to customer requirements
- Customer Advocate – drive for timely resolution
- Verify closure with user once resolved
- Distribute satisfaction survey to user
Our globally integrated infrastructure is equipped with a state-of-the-art automated service desk tool as well as a high bandwidth telecommunications network capable of clearly carrying both voice and data. All of which are cohesively incorporated and powered by our mature, cloud enabled Integrated Service Delivery Framework.