Service Desks
The Datacom Service Desk solution includes cost effective web-based self-help tools, remote support, and onsite (Desk side) services.
Our solution centre’s on the “Shift Left” strategy to lower support costs and reduce end user downtime. The objective of the shift left strategy in the context of Service Desk is to increase the ratio of Self Help services compared to Remote support and increase ratio of Remote Support to Onsite support.
Datacom has provided service desk solutions to more than 1000 clients for more than 44 years. Today, our Service Desk practise operates across Australia, New Zealand and Malaysia and handles over 400,000 inbound and outbound technical support transactions per month.
The transactions consistently exceed industry averages and/or industry best targets, as reported by Help Desk Association Australasia (HDAA). Our clients recognise our ability to help them achieve their business objectives and have enjoyed long standing relationships with Datacom.
The Datacom Service Desk solution comprises three offerings:
- Remote Support
- Desk Side support
- Self Help
The key benefits of Datacom Service Desks:
Improved Efficiency
Requests are submitted through a variety of communication channels including phone, web, email, and fax.
Reduce End User downtime
Tickets are logged and tracked according to industry best practices with automated escalation notification prior to SLA breaches to reduce End User downtime.
Improved Bottom Line
By focusing your internal staff on core business issues, you can increase your revenue, profit and productivity.
Reduced Cost
Leverage Datacom’s enterprise tools and skilled professionals at a price that recognises economies of scale.