What is Service Desk?
Keeping incidents and disruptions to a minimum and offering efficient support ensures a more effective and productive working environment. People enjoy a positive digital experience.
Getronics offers Service Desk ranging from a simple 1 level support model all the way through to a fully managed Service Desk.
In addition to the standard live call and chat services, we deliver the self-service tools today’s workers expect – such as self-help portals, self-heal tools and chatbots. Our customers appreciate the choice of tools that we offer to serve their needs.
Powered by skilled agents and cutting-edge technology, our Service Desk solutions have the people and the technology to provide effective end-user support in over 80 countries, and 22 languages.
We provide end-to-end management of all incidents and requests. Our motto is “fix first, settle later”. We take ownership of the end user performance and believe in first contact resolution over enforcing minor contractual details and small print.
What makes us unique?
Getronics & Clarks
“The unique retail skills and delivery model provided by the Getronics crc team in Glasgow was one of the major factors in clarks’ decision to renew our contract with Getronics. The crc’s detailed understanding of our business and ability to operate as a seamless extension to Clarks’ retail it operation, combined with consistently high levels of service delivery, certainly positively influenced our decision to remain with Getronics for a further 5 years.”
Rob Morgan, Group Director Of IT Services
Managed Service Desk
You must adapt rapidly to the ever-changing technology ecosystem that supports your business needs. You need a partner to provide a global Change Management capability.
We organise Change Advisory Boards, we take on the Change Management administration, and we keep track of all changes, stakeholders, and testing. This allows for a well-managed and truly global Change Management process.
Asset & Configuration Management is an essential part of your IT organisation, to maximise visibility and utilisation, and to minimise compliancy and financial risk. We manage the software licenses you have, the utilisation of those licenses and the number you need. Too many is costly and too few is a risk. We create golden records of all the hardware assets in your organisation and manage them throughout their lifecycle to support your IT, Finance and procurement organisations.
SERVICE DESK AUTOMATION
When the GWA was founded eight years ago, the IT services world was led by companies like IBM and HP – big, monolithic, one-stop IT shops capable of catering to the needs of large global companies. It was felt that these companies offered limited flexibility for midsize organisations with multi-country scope and local requirements. Within this context, the GWA was established as an ecosystem of like-minded IT providers, offering local strength and presence in workspace services and a focus on international business, scaling to organisations with thousands of employees. This report examines the approach and offerings of the Global Workspace Alliance (GWA).