IDC Partners offers a Help Desk service offering, developed around the Information Technology Infrastructure Library (ITIL) Service Management's Service Desk function. The Help Desk is fully customizable to meet each client's need. The Help Desk service offering is based on a proven community work group model combining certified professionals with student resources. This innovative solution yields a personalized customer service excellence that is cost effective, efficient, and accountable. More so, our solution enables companies the ability to customize a tier one support Help Desk service that maximizes their clients and/or employees productivity.
ITIL's Incident Management Process...
- Identify the incident and record
- Classify the incident, initial support
- Investigate and diagnose
- Resolve and recover
- Incident closure
- Incident ownership, monitoring, tracking and communication
ITIL's Service Desk Function..
"An interface, often referred to as a 'single point of contact; between IT and its users. Its core processes are its Incident Management and the management of User requests, ensuring that no call or Incident is lost, forgotten or ignored and that service is returned as quickly as possible."