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Managed IT Service Desk

The Service Desk Challenge
Delivering Service Desk support, providing incident management and meeting user demands effectively can be costly and resource intensive for many organisations. The challenges multiply when operations span multiple countries, time-zones and language requirements. With employees travelling globally and increasingly working remotely or from alternating office locations, organisations are finding they need to change the way in which support services are provided to their users.

The Getronics Solution
Getronics and the Global Workspace Alliance provide a Global Managed Service Desk delivering a low cost, high quality, multi-lingual 24x7x365 service with a single point of contact, enabling direct access to the full breadth of our services.

  • 5 Global Service Centres (GSCs) – UK, Hungary, Germany, Malaysia and Mexico
  • Provide 1st, 2nd, and 3rd line support either on a dedicated or shared service desk
  • Over 1,100 Global Agents (and over 2,600 incl. local Service Desks)
  • 24x7x365 multilingual support covering 22 languages
  • More than 5.3M tickets yearly from our GSCs (over 13M from all local GWA Service Desks)

‘Best Shore’: Onshore vs. Offshore
Getronics provides a Managed Service Desk from on-shore, near shore and offshore Global Service Centres, enabling us to meet our customers’ requirements on quality, cost and availability. There are 4 Getronics Global Service Centres, located in the UK, Hungary, Germany and Malaysia employing over 500 agents. While through the Global Workspace Alliance, approximately 60 additional Service Centres give us a truly global reach, with 3,700 agents.

Getronics Global Service Desk - Scotland
Our Global Service Desk near Glasgow, Scotland

Read More About Getronics Scotland

Getronics Global Service Desk - Malaysia
Our Global Service Desk in Kuala Lumpur, Malaysia
Getronics Global Service Desk - Germany
Our Global Service Desk in Berlin, Germany
Getronics Global Service Desk – Hungary
Our Global Service Desk in Budapest, Hungary

Global Best Practice
Getronics’ Global Service Centres and the Global Workspace Alliance give both consistent service and global reach. All processes are compliant with ITIL® best practice and we employ a best of breed toolset that enables the Service Desk to resolve the majority of incidents at the first point of contact. Getronics’ Service Desks achieve high first time fix rates and end-user satisfaction scores through an extensive investment in processes, knowledgebase and agent training.

Getronics has enhanced our service by introducing ServiceNow, a best in class, innovative end user-friendly management tool for our integrated ICT Services worldwide. ServiceNow, based on ITIL® methodology and using Web 2.0 technology, is a Software as a Service (SaaS) solution and is available from the Getronics Cloud via any device with internet connectivity.

Through ServiceNow, Service Desk users receive access to a self-service portal which allows them to perform self-resolution, log an incident and request fulfilment. Users can track their own incidents through to resolution. The ServiceNow dashboard will give customer management team’s access to real time performance reports and enable them to create bespoke reports.

Our Clients
Getronics’ Global Service Centres work with a wide range of clients in both the public and private sector, ranging from small to medium businesses up to global enterprises. We have long standing relationships with many of our customers, often spanning in excess of 10-15 years. Our best in class customer services are reflected in our consistently high customer satisfaction scores.

Getronics Global Service Centres
Getroncis / GWA GSCs
GWA Local GSCs

* ITIL® is a registered trade mark of AXELOS Limited.

Talk To Us

If you would like to discuss any IT service requirement with Getronics, please get in touch with us:

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Related Videos

The Getronics International Service Desk – An introduction


Client Quotations

“[The Getronics] Service Desk is second to none, due to the experienced staff, in depth knowledge of our business and excellent relationships with us. ”

Network / Infrastructure Manager,
Chivas Brothers

“Our relationship with Getronics is very good, they are very committed in continuously improving the quality of services.”

Ditte Juriens, Head Global
Delivery Control, ING

read full case study

Some of Getronics'
Service Desk Customers


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