 |
| Features: |
| 7am - 7pm |
| Get immediate access to a Service Desk Analyst |
|
| 30 Seconds |
| All calls are responded to within an average of 30 seconds |
|
| Case Tracking |
| Customized web accessible reports provide detailed information on open issues, response times, etc. |
|
| Case Resolution |
| 80% of all cases are resolved within the first hour of submittance |
|
| $ave |
| One fixed price, per user, per month |
|
|
|
 |
|
|
|
| Support Solution: |
| The BMT Service Desk utilizes the Magic Service Desk 7.5 platform, an advanced and highly flexible case management tool. It is the industry's first browser-based service desk tool, offering enhanced capabilities to fully customize aspects of the internal and external support process to quickly meet emerging business needs. |
|
| ITIL: |
| The Magic Service Desk 7.5 Enterprise Edition has been certified ITIL Compatible. OCG¹s IT Infrastructure Library (ITIL) is the most widely accepted approach to IT Service Management in the world. It provides a set of best practices, promoting a quality approach to achieving business effectiveness in the use of information systems. |
|
| Case Tracking: |
| Detailed information on open issues, response times, etc. all available through the Web. |
|
 |
|
 Your organization increasingly relies on IT to reach corporate goals and meet business requirements. Regardless of the type or size of your organization, reliable, consistent high quality IT service is an essential ingredient to your success. BMT delivers that level of quality through the IT Service Desk - providing service that is completely geared towards your requirements. |
|
|
|
 |
The BMT Service Desk is the central point of contact between the user and IT Management. Our Service Desk Analysts take complete ownership of incidents and requests, combining excellent customer service skills with extensive technical know-how.
|
 |
Our engineers create a technical support profile to ensure our service is constantly aligned with your support personnel and the software and hardware you utilize. Through constant monitoring and reporting of service achievements we are able to quickly identify and undertake the necessary measures to ensure agreed levels of service are continuously met.
|
 |
We understand the disruption incidents can cause to your business. Based on pre-defined priority levels, our Service Desk Analysts go to great lengths to restore normal operation as quickly as possible. Thus minimizing the duration of incidents and ensuring that the best possible levels of quality and availability are maintained. In addition, constant monitoring of performance statistics ensures our level of quality remains above industry standards.
|
 |
We believe that an end-users experience with the Service Desk should be pleasant and leave them with a sense of satisfaction. This can only be achieved by combining extensive technical know-how with excellent customer service skills and a strong sense of responsibility. Naturally, our Service Desk Analysts are certified by various industry leaders such as Microsoft, Compaq and DELL, but we also look for exceptional interpersonal skills when hiring new team members. We take great pride in our team of Service Desk Analysts because they in turn take great pride in what they do.
|
 |
Through the use of reports generated by our Support Solution we are able to identify underlying problems within the IT infrastructure. By optimizing and rooting out these problems, thus pro actively preventing incidents, the BMT Service Desk is able to minimize the occurrence and adverse effect incidents have on productivity. In addition, our Support Solution allows us to keep track of releases and configurations in your IT infrastructure.
|
 |
Companies in all shapes and sizes are in search of ways to improve service and reduce costs. In the pursuit of this goal, organizations often face common obstacles such as; repeated incident resolution rather than problem elimination, over dependency on key staff members, inconsistent response time and quality, and imperfect information flow.
|
The BMT Service Desk delivers the solution to these obstacles by taking a holistic approach to support. Beyond incidents, problems and questions, the Service Desk provides an interface for service level management, software licensing, maintenance contracts, change requests, configuration management, continuity, and availability. Ultimately; providing you with the tools and information you require to manage and measure your support solution, while reducing expenditure.
|
|
