ServiceDesk

We cover the entire course of working with incidents and requests — from reporting them, through prioritization and escalation, to resolution and closure. We work with clearly defined SLAs and KPIs, so you have an overview of reaction times and the quality of the support provided.
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Thanks to the automated workflow and connection to ITSM tools, we also manage a higher volume of tickets without unnecessary errors. The reporting then provides data for evaluating the service desk operation and its further improvement.

We solve most user problems remotely, without the need for the physical presence of a technician. Using secure tools, we perform diagnostics, configuration and repairs directly on the end devices.
This approach reduces incident resolution time, reduces operational costs and increases the availability of support across devices and platforms, including mobile.

We deploy ServiceDesk tools to make sense in everyday operations. We work with solutions such as ServiceNow, Jira Service Management or Microsoft Service Manager. We emphasize automation, clear processes and connection to monitoring and CMDB so that the team and management have a clear overview of the operation.