Service Desk

BRAIN FORCE Service Desk
 
We design a service desk (SD) based on ITIL best practice to ideally match your own individual requirements. Operation on your site enhances transparency and flexibility and cuts costs. The software is arranged in modules that may easily be adapted to suit changed conditions.
 
A user request often involves Microsoft Office, printers, network resources or an industry specific application. During service hours, the first level SD provides a single point of contact to all users. Usually, support can be provided immediately. If this is not possible within a defined time frame – e.g., because special knowledge is required - the request is forwarded to the second level SD. Finally, the third level SD covers requests concerning programme codes or issues to be resolved with the manufacturer.
 
Overflow protection
 
If all SD workplaces are fully loaded, user requests are automatically forwarded to a special service desk located at BRAIN FORCE (overflow SD). The peak overflow SD is an addition to this: For instance, if a new ERP package or a new Microsoft platform is to be rolled out company wide, an increased volume of calls is expected. In this situation we temporarily increase the capacity of the overflow SD.
 
On site repair
 
This service is available should a repair of a user system be required on site (module "Onsite System Repair").
 
Tailored service desk
 
BRAIN FORCE designs tailored SD systems that exactly meet your individual requirements, e.g., user support for special Unix applications.
 
Individual service level agreements (SLAs)
 
SLAs are agreed with you according to your individual requirements. Based on the SLAs, the performance is measured and constantly improved.