managed service
Help Desk
An experienced Help Desk team acts as the main day to day interface between yks and the client’s internal help desk and provides:
- The incident control and logging system
- Extensive Management information to each client to support the Service Level process of measurement and reporting
- Problem management, ensuring repeat incidents are kept to a minimum.
As part of the service yks will:
- Provide operational support outside the hours of the Help Desk giving 24 hours daily coverage
- Log all calls
- Support clients by making an initial assessment of the incident
- Classify the incident to ensure that the correct priority and escalation procedures are put in place
- Investigate each incident with, if appropriate, assistance of specialist technical and business staff
- Log the resolution of the incident recording the actions taken
- Close the incident with the agreement of the client
- Monitor and track the progress of an incident
- Allow clients access to record and review progress on incidents
- Hardware
- Software
- Operations
- Technical support
- Network management
- Service level management with each client
- Help desk
- Software control and distribution
- Change Management and Configuration Management