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Managed Service Desk

The SaintGroup Managed Service Desk is a single point of contact based within South Africa providing a 24x7x365 service to our clients delivering end user support and infrastructure management. The Service Desk comprises of 1st, 2nd and 3rd line capability which can also be used to complement customer own or resident resolver groups. At the heart of the Managed Service is our ITIL & Service Desk Management Platform which is integrated with complimentary services such as pro-active monitoring. The SaintGroup Managed Service desk resolves a large variety of incidents and service requests per month.

We recognise how much time and effort is put into maintaining systems in a business environment, and realise in many cases that this detracts from more important tasks. SaintGroup’s Managed Services will maintain the service without compromising a business’ individual choices on how it should be run. We will work collaboratively with key stakeholders to ensure the service builds upon the processes and systems already in place and will not apply a ‘one size fits all’ solution.

At the heart of our Managed Service is Service Desk, designed to be the first and single point of contact for IT incident reporting. The Service Desk provides an integrated, single point of support that deals with contacts on a ‘first touch’ basis without unnecessary repetition and will build user confidence in the service and ensure it is used as needed rather than regarded as a barrier to problem resolution.

In addition the Service Desk is able to manage existing support arrangements with third party providers. This reduces the number of touch points for users and reduces the burden of day to day management on IT managers.

Users are able to access the Service Desk by phone, email, and Self-Service Portal, which gives users the option to log incidents and service requests via a dedicated secure website.

The key functions of the Service Desk are:
  • To receive and document all telephone calls, emails and self-service requests;
  • To provide an initial assessment of all incidents, make first attempt at resolution and escalate to second-line support if required;
  • To monitor and escalate all incidents according to agreed service levels;
  • To communicate progress on resolution to users;
  • To generate the data needed for management reports; and
  • To provide data to inform the production of planned preventative maintenance schedules.
A Service Level Agreement (SLA) ensures that the service has clearly defined deliverables and has measurable Key Performance Indicators (KPIs). Regular reporting and a Continuous Service Improvement Plan provide focus for service development and improvement and ensure that the service continues to meet customer requirements.

Relationships and perception are the corner stone of a Managed Services. At SaintGroup we feel it is imperative to engage with key stake holders, decision makers and end users throughout service delivery process. Therefore SaintGroup customers are regularly invited to participate in customer satisfaction surveys which help SaintGroup ensure expectations are being met and areas for service improvements are revealed.