Our IT Service Desk is a single-point-of-contact (SPOC) for all end-users of organisation’s with many branches across the globe. Our service desk is designed with capacity for multiple workflows and interactions that defines communications and responses between the end user and the SPOC.
Our service desks are designed to be ITIL-compliant and staffed with highly-skilled engineers. Our coverage areas span the entire west-African sub-region. Our rapidly scalable support model delivers results quickly and efficiently, whether the organization produces 100 calls per month or more than 100,000.
Nicholas BorteyChief Executive Officer
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Our Service Desk Technologies
Our service desk technology assumes a software agnostic approach while we deal with multiple customers concurrently. We are skilled with the leading service desk software and have the ability to easily integrate with a potential client’s existing technology.
With our technology-agnostic approach, our engineers can work within our client’s existing tools or provide our ITSM tool, Service Manager. We have worked with the world’s major ITSM tools such as: • ServiceNow
Our Service Desk Implementation Process
Our service desk implementation process involves working with internal teams to design a solution tailored to each client’s need. This proposed solution is strategically tailored to align with an organization’s workflow with a service-oriented, best practice-based IT structure. The expected business benefit is a comprehensive solution that represents the unique needs and objectives of the organization.100%
Overview of finished research projects on our various Projects17
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As a IT service Desk implementation company, our goal is to help users get back to working on important organizational goals. The LEVEL 1 TEAM follows ITIL and reponds in timely basis tickets inputed to the service desk applications. They escalate to appropriate team to ensure tickets are solved on timely basis at first attempt
Our Service Desk Tiers
Our LEVEL 2 TEAM acts as an escalation point for the Level 1 Service Desk or as an extension of our clients’ internal team.
Our Level 2 engineers have a minimum of 5 years of experience working in a various industries and with a wide variety of technology. They assist with incidents such as INSTALLS, MOVES, ADDS, & CHANGES (IMAC) REQUESTS, DESKTOP STANDARDIZATION & IMAGING REQUESTS, MOBILE DEVICE MANAGEMENT, ON-SITE & REMOTE AUDIO VISUAL SUPPORT amongst others.
Our LEVEL 3 TEAM also acts as an escalation point for the Level 2 Service Desk team.
Our Level 3 engineers have a minimum of 10 years of experience working in a various industries and with a wide variety of technology. They assist with incidents such as REMOTE INFRASTRUCTURE MANAGEMENT, Network Monitoring & Security, Active Directory/Azure Services, Data Protection Services amongst others.
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