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Service Desk

It has never been more important to ensure that your customers’ IT Infrastructure is managed to perfection as in today’s business time dependent business climate. What’s more, you need a fully detailed understanding of the impact of an outage on your customers’ business as well as the ability to manage the support process as well as service availability and performance. 

This is where Qual’s Service Desk come in, we provide a scalable IT Service Desk designed to provide a 24/7 support to channel partners and your customers. This ensures that processes can be easily streamlined through comprehensive service level management standards and effective controls for your customer’s critical service support and service delivery processes are in place as and when they are needed.   

Qual’s Service Desk has been developed over a number of years, in line with the support requirements of our channel partners and their customers. Constantly meeting the changing demands of today’s businesses, our Service Desk is on hand to meet your customers’ service and support requirements, whether that is a knowledge resource or supporting IT management, by providing you with a multi-vendor, multi-technology support environment. 

Service and support management challenges

Keeping your customers connected with the network infrastructure is more complex than it has ever been; technology is constantly accelerating, infrastructure is converging and demands are changing  as a customers’ business expands.  This presents resellers with  shorter timescales  to manage  service commitments, and provides customers with  issues in managing support personnel and addressing governance issues.  

Optimising service and support

Qual’s Service Desk addresses the challenges of managing customer’s extensive service and support requirements.  With a comprehensive service management solution our Service Desk team are on hand   24/7, 365 days a  year to resolve faults and queries affecting your customers’ business.. Qual Service Desk is designed to provide a service and support solution that can grow in line with your customers’ network requirements. Qual supports channel partners across the UK and Ireland working alongside more than 600 channel partners which in turn support over 9000 end users resulting in the Qual Service Desk handling thousands of incidents and requests each year.  

Incident management

All incidents raised through the Qual Service Desk are recorded immediately through our incident management system, incidents include faults, issues and errors affecting a customers’ network functionality.

Key features of Incident management:

> Call logging facility on behalf of your customers.
> Al incidents are routed to the corresponding technical teams or individuals based on client and type.
> Full service level times and milestones recorded
> Time spent at each action and function  logged
> Incidents are linked to known issues, change requests or errors across vendors and technologies.
> Software installed, hardware specifications and asset information are viewable through incident management.
> Checks are made against open calls, users or assets to prevent duplicate calls or incidents being logged.

Knowledge management
Sharing knowledge amongst staff is essential in any organisation; it, provides staff with  the resource needed to perform roles efficiently and effectively. Qual’s Service Desk allows all knowledge relating to a customers’ incident to be distributed to the required teams effectively. Distributing this knowledge around incidents allows the relevant customer contact to decide who has the required knowledge to assist field engineers on site with any additional technical information essential to successfully completing the fault call.

Raising an incident

Qual’s Service Desk is there to provide your customers with the highest levels of productivity and incident resolutions. New incidents can be raised via the Qual Service Desk . by a customer or reseller engineer, the Service Desk also allows the addition of files or screenshots to be associated with a particular incident to assist in rectifying the fault. Once a call has been recorded with the Service Desk, engineers have the access to add extra notes to the call to aid further actions on the incident. Engineers have the access to update a call remotely and resolve them if the issues has been solved. All of these actions take place in a secure customer portal and update the Service Desk automatically so your customers can be sure they incidents are dealt with efficiently and securely.

Service level management

The Qual Service Desk features dynamic Service Level Agreement (SLA) management capabilities and all .Iincidents, requests and engineer calls are recorded into a single secure portal allowing Qual Service Desk analysts to quickly search any recent or previous calls  from specific customers. Qual’s Service Desk are on hand receive incident calls at any time of day or night to ensure that your customers are supported in the most efficient way possible, and that downtime is kept to a minimum.

Key features include:

> Unlimited SLAs
> Nationwide network of field engineers
> User defined priorities
> Breached and near breach analysis with warnings via e-mail, pop up notify, colour coding, BlackBerry/PDA and mobile phone alerts

To find out how our Service Desk can enhance your support capabilities contact us today where one of our representatives will be on hand to deal with your request.

To explore the unique advantages that a Qual Business Credit Account can bring to your organisation, or if you would like to discuss arranging a FREE consultation, call us now on +44 (0)1293 400 720
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