Service Desk

Rapid technological changes in global business environment entailed the need of responsive and well-managed infrastructure. Enterprises need extended and agile IT infrastructure to ensure quick service to end users with customized and cost effective solutions.

Espire leverages best industry practices and domain experience to help organizations improve user productivity and offers multi-lingual, multi-channel support. We manage critical business processes and provide customized services with automated, self-heal, self-help solutions.

Service Components of Espire's IT Service Desk

  • First and Second Level Support - Application support for tracking, resolving and reporting of service desk issues; responsible for strengthening normal service operations and minimizing conflicts
  • Self-Heal - Identifying and fixing issues before the user notices
  • Self-Help - Enable users to control and resolve their service desk issues
  • Service Request Management - Manage incoming service requests, prioritize requests, request fulfillment and service ticket closure
  • Service Readiness and Improvement - Transforming business environment with operations improvements and supporting new applications, software, rollouts
  • Critical Incident Management - Solves immediate and identifiable problem in order to restore normal operations with the least possible impact on business operations
  • VIP Support - Dedicated team for different services

Espire's Service Desk Key Capabilities

  • ITIL Processes
  • 24X7X365 Support
  • Single Point of contact with eEnd-users
  • Integrated Process Framework
  • Service Desk Levels 1,2,3

Business Benefits

  • Enhanced user experience
  • Automating existing service desks and increasing efficiency
  • Multi-channel, multi-lingual support
  • 24x7 single point of contact addressing all technical inquiries, requests and services
  • Pre-emptive resolution of issues
  • Immediate resolution of incidents and requests in a timely manner
  • Reduce service failures
  • Lower TCO and improved time to market