Help Desk & Service Desk
Service Desk is a single point of contact between the user and company’s IT unit. Service Desk allows the company to prioritize requests and balance workload within IT unit. Miratech offers Service Desk as a service, thereby allowing the customer save on capital and operational costs required by in-house service setup and management.
1-st tier Service Desk engineers register user requests, perform initial incidents diagnostics and process to closure standard malfunctions and failures. Should more fundamental problems occur, 2-nd tier and 3-rd tier support engineers (administrators, system developers, subcontractors and vendors) get involved in solving the problem.
The customer benefits are:
- Request loss prevention and/or reduction
- Request resolution is within the time frames defined in SLA
- Release of customer IT staff and resource from day-to-day routine works in order to focus them on the more strategic IT matters
- Reduced downtime and number of failures for IT systems
- Increase of the quality-price ratio for IT services
- Costs of reduction for IT personnel search, selection, training and performance management
- Improved customer satisfaction
- Manageable and transparent IT operation costs
- Comprehensive and timely reporting