IT Service Desk
With similar technologies and tools available in the IT services sector, it’s difficult for consumers of IT to choose between outsourced IT service desk vendors to keep your IT operations lean, efficient and most importantly effective. Whether the objective is to maintain IT service operations during peak times or mitigate the need for recruitment, address skills gaps or other associated business costs in the longer term Unitec’s mix of certified IT professionals and robust process capability is what drives our successful integration of outsourced IT service desk function with your business. This is key differentiator of Unitec’s ITIL accredited outsourced IT service desk, an area we continually reinvest in, from agile yet robust operational structures and processes to ongoing growth and development paths for all resources involved in this functional service desk area, ensuring our technical expertise is always relevant on the digital marketplace.
CERTIFIED IT PROFESSIONALS
Our client centric and dedicated IT Service desk teams are certified across a broad spectrum of technologies from end users or desktop support, virtualization and server infrastructure, end point security to perimeter security as well as LAN and WAN supported technologies. Reinforced and supported by clearly defined technical escalation paths ensuring rapid resolution and management of incidents and requests.
SLA PRIORITY RESPONSE
Gain access to best in class response and resolution times across 8×5 for normal business operations and 24×7 support offerings for business critical operations, we pride ourselves on consistently achieving our service level agreement targets across normal and out of hours business support services. Our guiding principle of accessible expertise extends to our fully functional customer portal access ensuring primary and secondary stakeholders are kept informed on service requests, live and on demand.
All of our outsourced IT service desk clients enjoy comprehensive KPI analytics and detailed monthly reporting across all engagements with our service desk team. Underpinning the value, we add to their organisation, through rapid and effective response and resolution, with over 95% of all incident and request resolution taking place remotely, maintaining productivity levels for your organisation and its people.