Service Desk

Transcend United's Service Desk handles incidents and service requests, with its world class infrastructure support, as well as provides an interface to users for the entire spectrum of service management activities. Managed service offerings range from automating existing service desks to implementing new ones, consolidating IT service desks to incorporating web-enabled support.

Transcend United's Service Desk, led by ITIL methodology, acts as the single point of contact for all our clients support needs and proactively keeps users informed of all relevant service events, actions and service changes that are likely to affect them. The Transcend United Service Desk provides end to end ownership of the calls through resolution. Transcend United enables need-based end-user support as our Service Desk is tailored to suit every organization within every industry vertical. Furthermore, supporting multi-location business centers allows us to service users regardless of location.

Service Desk Benefits

• Setting up offshore and onshore IT Service Desks for IT infrastructure support and management
• Single source for IT users of an enterprise across locations and geographies
• ITIL based framework and Service Delivery
• IT Infrastructure support covering desktop / laptops, servers, operating systems, office productivity suites, email & browser support, network & connectivity issues, line of business & custom applications, handheld support and infrastructure support
• Incident management for user queries, so each request is logged and monitored until resolved
• Workflow engine to move requests through a defined flow from open to closed, including monitoring that response time is within the guidelines of any existing service level agreement (SLA)
• Web self-service enables users to access online knowledge bases to search for solutions, open and update request incidents
• Technology refresh - Leverage our state-of-the-art platforms and de-commission old legacy systems internally
• Knowledge base population and updating
• User administration management
• Security management and virus control
• Performance management and reporting
• Change management - Trend analysis and pro-active change planning