MANAGED IT SUPPORT

Ask an experienced consultant and they will tell you that the typical starting point for any improvement initiative based on ITIL® best practice is at the Service Desk and the Incident Management processes which guide its activities.

The simple reason being this is the fact that IT Support is the core and most visible element of IT service delivery.

Pink Elephant’s expertise in this arena is directed at resolving issues specifically related to the Service Desk and its’ associated people and process challenges.

The Pink Elephant Service Centre builds on our track record in Service Management in order to deliver exceptional skills and customer service for our global customers underpinned by global leading technologies and guaranteed data and voice network availability.

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BUILT ON ITIL® & SDI

Built on ITIL® and SDI best practices, the Pink Elephant Service Centre offers the following services on a shared or dedicated basis to our local and global customer base:

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24/7/365 TECHNICAL SERVICE DESK

Highly skilled and certified Service Desk Agents available to offer your customer an exceptional customer experience while resolving the relevant issue at hand. The Service Desk offers our customers access to the Cherwell ITSM enterprise suite or we will integrate with your current preferred ITSM toolset.

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REMOTE DESKTOP SUPPORT

Where required, the Service Centre deploys Bomgar remote support management technology to more effectively troubleshoot and resolve more complex desktop incidents or offer real time training for project releases and new version support all with maximum security protection.

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LOW VOLUME  & OUT OF HOURS COVER

Tailored “shared seat’ resource to cater for the smaller organisation or to assist in reducing Out Of Hours call out and standby costs within your organisation.

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PROCESS ADMINISTRATION

As Service Management experts, Pink Elephant is able to offer administration support for your process organisation in areas such as Problem Management, Change Management and Configuration Management with detailed reporting as standard.

TALK TO US ABOUT A TAILORED OFF SITE SERVICE DESK SOLUTION OR DEPLOY OUR RESOURCES WITHIN YOUR CURRENT SERVICE DESK, OFFERING ITSM EXCELLENCE FROM THE INSIDE OUT.

KEY BENEFITS

  • Built on a foundation of ITIL® and SDI best practice principles
  • Minimum certification of Service Desk resources is ITIL® Foundation and SDI Service Desk Analyst as well as tailored technical skillsets
  • The utilisation of leading IT Service Management tools and automation technology.
  • Supervision by experienced Service Desk Managers that drive customer experience, excellence and proficiency
  • As a standard, detailed reporting of performance against pre-agreed service levels and quality criteria.

SERVICE CENTRE

Built on international best practices, and underpinned by our consulting and education expertise as well as our market leading technology suites, the Pink Elephant Service Centre offers:

  • Multi-lingual 27 x 7 x 365 Service Desk
  • Remote Desktop Support
  • Shared, Low Volume, Out of Hours Support
  • Process Administration Functions
  • Application Support
  • Certified, experienced staff – ITIL, SDI & ISO 20000
  • Affordable
  • First and Second Level Support
  • Process enhancement and consulting
  • Major Incident Management
  • Event Monitoring
  • BI Reporting and Analysis
  • Quality Assurance
  • Outsourcing of the Service Desk
  • Tailor-made Solutions
  • Global service desks
Contact us about Managed IT Support