Service Desk

DIGITAL BROCHURE + SERVICE DESK

Elevate the Value of Your Team

At ePlus, we provide a comprehensive Service Desk solution that operates globally, 24/7/365, guided by ITIL best practices. This service acts as a central hub for addressing IT service issues, leveraging proven call flow methodologies and elevated problem handling management to improve process efficiencies and productivity.

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Flexible Options, Your Choice

ePlus Service Desk is designed with flexibility in mind.  We offer the following options so you can select the resourcing model that works best for your operational needs, budget, and requirements:

• Dedicated: Service Desk analysts focus solely on your account, with two options: 100% US-based or offshore from the Philippines.
• Shared: 100% US-based Service Desk analysts are shared across a limited number of customers, offering a balanced approach to support without the need for exclusivity.  Explore the Service Desk options in more detail.

Outcomes You Can Expect

Regardless of the Service Desk option you choose, you will benefit from:

• Exceptional Customer Service: Service Desk analysts are trained on your runbooks and operate within a secure, multi-tenant, ITIL-based service management platform.  You have a team of technical staff ready to support your users in addition to a Customer Success Manager to ensure success. Service Business Reviews provide regular service analysis and service level target metrics to ensure continuous improvement of delivered services.
• Fast Resolution: Our 24x7x365 support means quick resolution. We offer phone, email, and chat support with an intuitive ServiceNow ticketing web portal as well as remote desktop support.
• Better Quality Control: Based on ITIL-certified processes and best practices, our Service Desk offerings deliver better management visibility as well as customized greetings, reports, and surveys, and a tailored knowledge base. In addition, we can provide continuous improvement via integrated business intelligence and artificial intelligence solutions.
• Customized Approach to Maximize Your Bandwidth: ePlus can design a help/service desk strategy that fits into your overall corporate plan and delivers the greatest impact—from enterprise-level to departmental support or a completely customized solution. You choose which options make the most sense for your specific needs.