Datacentrix provides a world class, centrally managed service desk with guaranteed service levels.
​

• 24x7x365
• Aligned to the ITIL framework
• Based on a flexible delivery and support model that easily adapts to changing business needs, allowing fast take on/off of services.
• Provides assistance, technical incident support, event management and a reliable, single point of contact and central point of accountability where service requests can be logged and managed
• Gives customers a pleasing and rewarding service desk experience
• Stringent service level agreements provide real-time service management against incidents that are logged.

Value delivery

The always-available Service Desk provides our customers the ability to rapidly report any IT problems and solve issues.

• Skilled service desk agents, with 90% MCSE-certified
• 70-75% first call resolution across our customer base
• Scripted knowledge base per customer with unique documented processes
• Decreased cost of desktop support, resulting in a lower total cost of ownership per PC
• Improved governance and adherence to predefined standards
• Reduced risk of events to an acceptable level through service continuity

 
The Service Desk offers a highly integrated environment where all incident, request, change and problem information is managed against a set of criteria and verified against information contained within the configuration management database (CMDB). Datacentrix' Service Desk operations are underpinned by proven methodologies and standards, ensuring that everything is done according to established processes and procedures. Our flexible contracts with full Service Desk service level management include: ​

• Event management
• Incident management
• Request for service
• Configuration management
• Change management
• Third party service provider management
• Problem management
• Customer satisfaction survey programmes.​

---