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Услуга · IT outsourcing

Service Desk

This is not about software but about order. Every ticket has a number, a priority and a deadline, and at the end of the month you can see what share was closed on time and which issues keep coming back. Without that, an argument about support quality turns into an exchange of impressions.

Send a request What is included
Number
for every ticket
Priority
by the rules, not by pressure
Deadlines
counted automatically
Statistics
instead of impressions

What the work includes

The key thing here is transparency: you see the fate of every task and discuss support performance in figures.

Discuss the scope

Registration

The number, the author, the description and the whole thread are kept in one place.

Priority

Determined by an impact and urgency table, not by who asked loudest.

Deadlines

Response and resolution times are counted by the system, and a signal arrives as a deadline nears.

Knowledge base

Recurring cases are written up, so the same thing does not have to be puzzled out afresh.

Escalation

Rules for bringing in the second line and a manager if a task gets stuck.

Statistics

Request volume, a breakdown by type, the share closed on time, repeat cases.

How it goes

Launch takes two to three weeks, and most of that time goes on agreeing the categories and priority rules.

01

Rules

Categories, priorities, deadlines, routing. All of it is settled before any software is installed.

02

System

We deploy it, configure the forms and connect mail and telephony.

03

Start

We train staff and engineers and keep a close eye on things for the first weeks.

04

Monthly

We review what recurs, missed deadlines and what is worth automating.

Figures nobody examines help with nothing. A report that goes into the archive every month is exactly as useless as no report at all. Meaning appears when at least one decision follows from the month: remove the cause of a frequent ticket, change a setting, add to an instruction.

Questions and answers

Practically any of the common ones; that is not where the question lies. Well-chosen categories and sensible deadlines matter far more. We usually take whatever the company already uses for tasks, if it fits.

Only during working hours and separately for each priority level. Counting calendar time makes no sense: a ticket raised on Friday evening formally hangs over the weekend even though nobody breached anything.

That will always happen; people take the short route. The engineer raises such a ticket themselves, otherwise the work is done but missing from the statistics. The share of bypasses falls once using the system becomes easier than writing in a chat.

More in this area

Open the area
Service Subscription IT service A fixed monthly fee for the whole IT function Service Technical support One point of entry for employee requests Service Round-the-clock 24/7 support A duty line and response to incidents at any hour Service Field engineering resources Engineers at the client site to a schedule

We will set up request tracking

Tell us how tickets are recorded now. We will build the process and choose a system so that quality becomes measurable.