At CoSentry, we employ a blended shared pool of resources for non-technical (level 0) support through level 1 up through level 3 remote technical support. We can interface with your organization in a variety of ways. Either as a completely outsourced service or based on your requirements, we will remotely interlay our service desk and/or our technical help desk staff with your technical support team for a leveraged model. This allows you to free up your valuable trained technical resources for higher-level support or for other projects internal to your organization. This ensures that your end users get the customer experience you want at a more affordable cost structure.   

When you survey most individuals on what the term “help desk” means, you will get a response similar to, “The help desk is the technical support team that assists you when you have a problem or technology question as it relates to your specific work space”. Today, as ITIL® begins to take hold more and more in the U.S., many organizations are beginning to refer to their technical support group as the “Service Desk”. In many cases, the terms help desk and service desk have become synonymous.  However, a service desk has a much broader role in the entire IT management structure and the technical help desk is just one element of the overall service desk.
 
In essence, the service desk is the single point of contact for all IT service related activity for the end user. As such, the service desk staff is responsible for taking the request from the end user, validating the user’s authenticity, determining the level of authority of the individual, creation of a trackable incident against the service request and dispatch or assignment to the responsible internal or external servicing group. The service desk becomes the “face” to the end user for incident lifecycle management and any follow-up required, tracking of adherence SLA’s (service levels) and providing updates to the end user on an as needed basis and escalating to the next higher level of support as needed.

While this is a very important aspect of an organization for creating a good end user experience and maximizing uptime, it does not require a high degree of technical help desk skills. This is one of the key dilemma’s facing companies today; they are using highly skilled help desk personnel for non-technical service desk support.

Contact CoSentry today to discuss how we can create a custom service desk that will meet your requirements.

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