Service Desk

Your users deserve a robust, responsive, and user-friendly Service Desk to navigate the complexities of modern technology, maintain productivity, and secure their digital environments. Let us help you stand up reliable support essential to performance as our dependence on technology continues to grow.

Benefits

Well-run ITIL-based service desks boost achievement of business goals, operational efficiency, and user experience.

Quality and Efficiency

Consistent, high-quality IT services reduce downtime and increase productivity.

User Satisfaction

On-going prioritization of user needs with quick resolutions and clear communication.

effective Incident Management

Structured ITIL-based approach ensures swift identification and resolution of IT issues.

Improved Visibility and Control

Standardized processes offer better insight and decision-making in IT operations.

Risk Management

ITIL-based practices identify and mitigate IT risks, protecting against breaches and failures.

Continuous Improvement

On-going IT service evaluations drive improvements and adapt to technology changes.

PCN’s ITIL-based service desk solutions consist of people, infrastructure, processes, and tools.

People

  • Establish required schedule coverage and team composition

  • Determine experience, skills and language requirements

  • Recruit team, conduct background checks and drug screening

  • Onboard and train team

Infrastructure

  • Stand up connectivity (e-Bond)

  • Build APIs

  • Complete telecom letter of authorization (LOA)

  • Define and create user roles, fields, formats, storage, screen pops

  • Conduct end to end testing

Processes

  • Ticket Handling

  • Self-Service Workflows

  • Incident Management

  • Problem Management

  • Scripts, Escalations, OLAs

  • Call Flow Administration

Tools

  • Service Desk Software (ticketing system, phone system)

  • User Channels (voice, email, text, chat, SMS, and video)

  • Standard Reporting (agent information, interaction data, transfer statistics, and SLAs)

Solutions

Our ITIL-based service desk solutions are available to meet your specific support needs and strategic goals. Let us explore how best to provide efficient IT service management and enhanced user support for your organization.

  • Operates within the same geographical location as the users it supports, providing personalized and immediate assistance. Ideal for organizations prioritizing direct interaction and fast response times.

  • Help desk agents support users remotely via internet connection from either a PCN/customer facility or the agent’s home office.

  • Focuses on specific areas of IT support, such as applications, network issues, or cybersecurity. Often used in conjunction with other service desk models to provide expert assistance in particular IT domains.

What Our Customers Say

  • “Thank you for all your support. We greatly appreciate how consistently PCN provides tier 1 and 2 service desk support!”

    Director, Network Infrastructure, State Government Agency

  • “We count on your service desk for core network service incident support and troubleshooting. Your team is capable and responsive 24x7x365.

    Tier 1 System Integrator Partner, National Retailer

  • “Your support documenting and educating agencies about our test and turn up activities contributed to the success of a critical state wide program roll out, Kudos on going above and beyond!”

    SLED Sr Customer Engagement Associate, Government IT Prime Contract Holder

Start your journey towards better user experiences and IT efficiency.

Improve productivity and customer service with a centralized service desk that efficiently tracks and resolves service requests and incident reports.

Contact us today to discuss how an ITIL-based Service Desk would benefit you.