Enterprise Service Desk

Transform Your Enterprise Service Desk. Elevate End user Experience

Rapid digitization of end user workplace environment is paving the way for Enterprise Service Desk transformation. Fast-changing demands from today's 24/7 connected users with multiple devices, make it challenging for enterprise IT to remain responsive, quick, and personalized.

How We Help

Microland provides flexible, responsive, and high-performing managed Enterprise Service Desk. We expand the scope of service desk management from a traditional reactive function providing incident management and support services, to a new, proactive function where it provides end user support through forecasted updates and notifications.

Enterprise Service Desk is the nerve center of IT support and improves Level 2 / Level 3 performance of other services such as network, server, etc. by:

  • Being the SPOC for incident management activities to centrally track all tickets to logical closure by coordinating with stakeholders
  • Enabling telecom solutions including call routing and ACD /IVR globally
  • Ensuring call tree building in service desk to enable problem management across all infrastructure domains
  • Conducting transaction CSAT and focus group meetings to understand challenges in driving better user experience
  • Ensuring metrics-driven management with KPIs for efficiency (cost per call), effectiveness (response times, resolution times), user experience (CSAT, call abandon rate, average speed of answer) and user productivity (ROFC, calls / user), etc.

Enterprise Service Desk

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What You Can Expect

Outputs of our Enterprise Service Desk include:

  • Automation of standard service requests and utilization of self-service portal for incident control
  • Context-based auto ticket assignment process that increases first contact resolution rates and CSAT scores
  • Proactive end user environment monitoring and trend analysis that avoids issues before impacting user productivity
  • Building multi-channel support by integrating email, telephone, text, on-demand chat, remote diagnostics, and corporate social platforms
  • Continual training of your IT teams by our service desk analysts to build a knowledge-centric IT service desk function
  • Utilization of Left Shift methodology to reduce cost and downtime
What Sets Us Apart

Our key domain differentiators include:

Complete Suite of Homegrown Management Tools:

Enterprise Service Desk

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Service Desk Maturity Framework:

Enterprise Service Desk

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