What we do
IT has become more structured and business processes are increasingly computerised. As a result, there has been a shift from providing a simple Help Desk service (assistance or support) to an IT Service Desk which is part of a complete and structured IT Service Management (ITSM).
This vital shift still leaves many IT professionals with a doubt: what does an IT Service Desk do compared to a traditional Help Desk? Service Desk focuses on the processes organisations put in place to implement management and policies to improve service delivery technologically and financially. This is where the big difference lies: ITSM objectives start from a series of best practices covering different areas, not necessarily only technological but ultimately addressing the company management.
S2E Service Desk represents the only contact for end-user support requests, whether they concern end-user operations or are initiated by the IT personnel in charge of the customer’s systems, effectively coordinating activities necessary to solve the problem. Our front office plays a crucial role in guaranteeing the necessary service levels, especially considering that many users are in geographically distributed locations or in smart working where it is not always possible to provide on-site support.
S2E Service Desk comprises three independent service levels that can be purchased individually.
First Level Servicedesk: It deals mainly with the management of Workstations and is the first front-office point for all customer end users’ “IT” problems or requests.
Second Level Servicedesk : Mainly responsible for the ICT infrastructure operational management, and technical and systems assistance.
System outsourcing service on demand: Its main function is integrating and specialising what is provided through the Second Level ServiceDesk system management.
The Service Desk provides its services through a ticketing platform. With its simplified interface, this platform halves response and resolution times, enabling contact between the customer and company.
How does it Work.
The customer’s user contacts the First Level SD for the support request and the SD manages the report. The First Level SD can be contacted in three ways:
E-Mail: a ticket will be opened automatically in the S2E ticketing system after receiving an email. Each time the ticket is updated, an email will be sent to the user to inform them about the ticket resolution status;
Telephone: the operator who receives the call opens a ticket in the S2E ticketing system and assigns it to the customer’s user;
Web: The customer is provided with credentials to access the S2E ticketing system and open a ticket via the web. It is possible to check the ticket status and initiate a conversation with the operator from the interface.
The S2E Service Desk includes other “Evolved” services, such as
Patch Management Service: This service will deal with the analysis, management and distribution of security patches for the operating systems in the infrastructure for which the system management is carried out..
Security Service: All activities necessary for threat detection, security monitoring, incident response, and security regulations are provided in this service.
Asset Management Service: The service helps companies manage and monitor different types of organisation Assets.