GLOBAL IT SERVICE DESK
Our Global Service Desk provides your business users with the support and help they need to get through their day.
AT A GLANCE
Headquartered in the UK with international coverage from Europe, UK and South Africa, we utilise ITIL framework for consistent high quality of service, using highly technical engineers across all areas of IT infrastructure, networking, and desktop environments. We offer flexible SLA's ranging from 15mins to 1 hour for business-critical incidents, in a cost-effective and simple manner.
We offer both flexible fixed-scope as well as adhoc draw-down support to address any unique support requirements. In addition to that, for all customers, we maintain an infrastructure knowledgebase, document known technical issues, document specific “rules of engagement” as well as identify key business staff that may require priority support. Our Infrastructure monitoring and support is 24x7x365 with international coverage and there are a range of features that can be selected as you need, ranging from business critical infrastructure through to end user support.
WHO BENEFITS FROM THIS SERVICE?
We are able to help companies who want to focus their internal IT Staff’s efforts on more challenging and business critical work tasks and projects, as well as those struggling to find customer orientated staff with technical capabilities to deliver their business needs.
Find out how Viadex Global IT Service Desk can transform how you do business.
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Our Global Service Desk offerings can include any mix of the following features:
- Remote Management of Infrastructure and Services
- Remote Control
- Pro-active Monitoring
- Asset Discovery and Management
- Hardware Maintenance
- Third Party Support
- Active Directory and Identity Management
- Patch Management & Software Deployment
- Anti-Virus and Anti-Malware
- EndPoint (Server & Desktop) Backup
- Ad-hoc Support
Our approach to service transition begins with a detailed onboarding process to ensure the necessary systems are in place to facilitate agreed monitoring and support responsibilities, documentation, processes and knowledge base documentation of your infrastructure, key people, critical systems and locations.
We strive to improve first level response from our Global IT Service Desk, improving your Return on Investment, driving down repeat technical issues and improving the end-user support experience.
Regular support service reviews assess incident activity, SLA performance and technical challenges to help identify improvements to key service delivery deliverables, providing opportunities to the improve the user experience.