Yellowspring Service Desk alleviates pressure on your internal IT function by providing first line response to end-user IT issues and service requests. This frees up internal resources to concentrate on wider business and strategic IT issues while improving response times and service levels for everyday user requests.
Our fully qualified, dedicated support teams, backed up by state of the art technology, can provide up to 24/7 support, tailored to your business’ specific operational, technical and budgetary requirements.
The Yellowspring Difference
Yellowspring Service Desk is designed to deliver measurable service improvements for your end users. Dependant on what you require, we can offer you:
Incident Management - Ranging from resolution of user issues desktop, infrastructure and System Support, through to business application and Network Services incident resolution
Remote Assistance- Remote diagnostics and remote LAN / web access enable many incidents to be resolved remotely, reducing the need for site visits, and keeping costs low
Service Request Management - First point of contact for all IT requests including equipment relocation and technical reconfiguration, training for new applications and staff induction, procurement and IMACD
Third Party Support Management - Management of, and appropriate escalation of issues to, any resolver group or third party provider where you have a support contract or other provision in place
Why choose Yellowspring Service Desk?
Yellowspring is committed to developing best practice in IT service management standards. This means that every one of our clients benefits from the most skilled technicians, proven processes and industry-recognised service standards.
Our strategic relationships with major vendors mean that work undertaken is in accordance with warranties, using original, approved parts and certified engineers. It also means we have access to the very latest product knowledge, enabling us to identify and fix almost any problem swiftly, no matter what platform is affected.
Yellowspring Support Desk features at a glance:
Your own, named Customer Service Account Manager
Fully qualified and accredited technicians with real world industry experience
SLA driven response and resolution – up to 24/7 service
Scalable and flexible to match your business’s changing requirements
A single point of contact for end-users: 1st line diagnosis and RFT resolution plus escalation and management to 2nd and 3rd line specialists where required
Management reporting against KPIs and SLA