Service Desk

The Amicus ITS Service Desk provides a single point of contact for customers and works to restore normal operations and services within the terms of an agreed Service Level Agreement (SLA) with a clear understanding of your business priorities.

Differing from Call and Contact Centres or a traditional Help Desk, our Service Desk offers a broader and user-centric approach, backed by the following features:

• UK based, technical Service Desk providing 24x7 support
• Central point of contact for logging and updating incidents
• First line user support for incidents and service requests
• Ownership of incidents throughout the lifecycle

Benefits of the Amicus ITS Service Desk

• Provides an interface for related activities such as a customer Change requests, third party interests, etc.
• Manages the escalation to other support teams and third party suppliers
• Dedicated telephone numbers, answered as the customer’s Service Desk
• Customer verification that resolutions meet their satisfaction before incidents are closed.

Incident Management Process and Escalation Policy

ITIL-aligned Incident Management aims to restore normal operational service (within SLA) as quickly as possible and minimise effects on business operations, ensuring the best possible levels of service quality and availability are maintained.

• Incidents are clearly owned and managed through to resolution
• Customers are fully informed of all relevant service events, actions and service changes
• Hierarchal and functional escalation policies ensure customers do not suffer excessive downtime.

QUEST - Amicus ITS Incident Management Toolset

• Logging scripts capture demographic and key incident information
• Date and time stamped updates provide full incident history
• Automated system escalation at 50%, 75% and 100% of SLA time elapsed
• Automated email communication to customers at key stages
• Web enabled access for timely updates from all staff from any location

iRemote - Service Desk end-user Support

• With customer consent, this enables instant remote control of a user’s PC to provide quick and efficient resolution.

Managed IT Services