Service Desk

Your organization’s end user base interacts with your IT department through phone support, email or self-service ticket logging. Their satisfaction depends on consistent, reliable delivery of services, quick resolution of issues and a positive customer service experience. A Service Desk that manages your IT and business production workflows through a single point of contact maximizes throughput while putting a human face and a sense of accountability on your end users’ contact experiences.

Coreio’s Service Desk centralizes the administration of your company’s IT functionality through professionally-trained Service Desks Analysts who provide a single point of contact for all business user requests and issues. Our approach is flexible enough to meet the ever-changing needs of your enterprise environment, because it is based on an ITIL (Information Technology Infrastructure Library) best practice methodology and tailored to your business requirements to provide consistent measurable results every time. A centralized single point of contact also means your data remains in one centralized location, making it easier to measure SLA (Service Level Agreements) and customer satisfaction statistics and to identify ongoing problems. Coreio’s IT Service Desk management platform can even let service managers and end users see the status of requests at a moment’s notice, adding accountability to request fulfillment.

You can count on our proven ITIL best practices and call management tools to streamline your process, speeding request fulfillment and incident management for end users.  Whether over the phone or onsite assistance is required, with one call, users can get both technical and administrative support, consolidating IT and business workflows for you and making interaction with your IT department simpler for them.

Contact Centre Services to Keep Deskside Support Moving

Phone support has effectively become the front door of most IT departments. Enterprise businesses need to ensure that first impression is excellent, with a well-managed contact experience that assesses end user needs and moves those requests to the right team.

Coreio’s ITIL Service Desk provides contact centre support to centralize the administration of your company’s IT functionality. Our professionally-trained Service Desk Analysts function as a single point of contact between technical teams and end users, managing the administration of work performed by technical teams, whether those teams are an existing part of your IT infrastructure (a seamless integration) or are part of a managed Deskside Support solution.

Order Desk Services for Request Fulfillment

Your Order Desk, or Request Management, is essential to manage end user expectations for all kinds of asset request fulfillment, from product procurement to end-of-life product refreshment. Users need to know what to expect in every instance whether they need to order end user devices, deploy software or access resources.

At Coreio, we have seen how ITIL process automation allows consistent and reliable service through repeatable process flows. Our ITIL Service Desk Management model includes a single point of contact: our Service Desk Analysts. They can assume request management/order desk functions and provide consistent, reliable service. Your end users can stay productive and focused on the business, with the assurance that their hardware and software request fulfillment is managed and their downtime will be minimized.

Help Desk Services to Resolve Technical Issues the First Time

When incident management is needed, your end users are looking for your help and support, and want to resolve their issue quickly—ideally with the first call. When issues are more complex, and require further escalation, users expect a seamless handoff and quick resolution.

Coreio’s Service Desk Analysts utilize a knowledge base to quickly resolve issues over the phone or pass more complicated issues on to Deskside Support personnel through a functionality-rich incident management ticketing system. Let us put your end users first and integrate our Service Desk management seamlessly with your current client care infrastructure onsite or remotely.

Simplifying Your Service Requests

Your Service Desk is at the heart of your company’s Information Technology management. Coreio understands how to ensure that your Service Desk requests are received, processed, and finalized in a way that minimizes technical interruptions for your end users, so they can keep focused on your business.