The Service Desk is the single point of contact for all service-related requirements. It's also the focal point of our remote end-user support services. Using our Service Desk as a front-end to the IT Support functions is critical for several reasons. These include:
- Provision of a formalised, simple and seamless process
- Coordination of activities
- Management reporting on usage and throughput statistics
- Assignment of the correct resource to a problem
- Performance management.
Irrespective of the nature of their IT problem, clients can dial a single local number that will be answered by the B-Logic Service Desk. From that moment, B-Logic will manage the user’s call through to its resolution. The clients may also log a call via email, which is often a more efficient way of gathering technical details such as screenshots or error messages. Our support email is firstname.lastname@example.org.
All calls are logged using the leading cloud-based professional service automation toolset from Connectwise. This product offers many benefits including call life-cycle management, fast/intuitive call logging, service level agreement escalation and notification/reporting facilities. The call logging service operates 24 hours per day. Call management processes operate from 07h00 to 18h00 daily, excluding weekends and public holidays. Although, they can be tailored via the service level agreement (SLA) to work within your business hours.
All calls/tickets are logged by the B-Logic Service Desk, irrespective of who will be responding. The reasons for this include:
- Provision of a single point of contact for the user
- Ability to provide management statistics covering all IT-related calls.
All calls are automatically allocated a unique number. All details as presented by the user will be recorded. The call will then be allocated to the most appropriate support team member. If a ‘first line fix’ cannot be put into action, a second line support technician will contact the user. The second line support technician will then carry out the problem-solving process.
Whilst this is happening, the B-Logic Service Desk will be monitoring the call. This is to ensure that any agreed service levels are being adhered to. Such monitoring will extend to the full lifecycle of the ticket, regardless who the resolver may be. Clients can request B-Logic to configure appropriate severity levels and service categories. All calls will be assigned and monitored accordingly.
Once a call is resolved between the resolver and the user, B-Logic provides a ‘Customer Care’ service. This is whereby the B-Logic Service Desk will contact the user to ensure they are satisfied with the resolution. If necessary, the Service Desk will re-open the call. Calls that are determined to require third-party involvement will still be managed by B-Logic. Examples of such third-party involvement include a specialist software provider, ISP or hardware-related call. In these instances, the call is tracked against any service level agreements B-Logic already has in place with these third party vendors. B-Logic actively monitors all outstanding issues and resolves them on the customer’s behalf. A monthly report will be supplied to the client’s management, detailing various Service Desk statistics.