Supporting your workforce anytime and anywhere

SERVICE
DESK

Creating a great digital experience can make going to work so much better, which is why we focus on delivering seamless support around the world.

What is Getronics Service Desk?

In a new digital age a supported workplace makes all the difference. A Getronics service desk keeps incidents and disruptions to a minimum, and a positive working experience to a maximum.

Our bespoke offering means you can keep a simple 1 level support model, all the way up to a fully managed Service Desk. Keeping the bits you love, and developing what you need.

Live calls and chat services are a pretty standard part of service desk offering, but we know you deserve more. Getronics can deliver self-help portals, self-heal tools, and chatbots. We know how to keep our customers covered with a range of fantastic tools that serve every need.

We cover 80 countries, in 22 languages, and for every user we reach we keep effective end-support at the heart of what we do. We’ve got skilled agents, and cutting-edge technology ready to go.

Fix first, settle later. That’s the way we take ownership of our end-to-end performance. All requests, every incident, they’re all a part of our belief in contact resolution over enforcing minor details.

1.5M

Supported Users

Supported Languages

1.2M

Tickets Per Year

What makes us unique?

Service desk is the way forward for healthy businesses, here’s why we’re the best choice for you:

Global

Getronics is a global brand, with a local touch. We work across the world, providing support all day, every day, in 22 languages. The sun never sets on Getronics support.

Tech

Every team member has their own preference to get support. For some it’s online portal, others like live chat or messaging. Getronics can provide these and more, including phone, and email – all 24/7.

Proactive

There’s nothing better than an expert on hand, and that’s just what you’ll get with Getronics. Service Desk agents give real-time insight, and proactive analytics. We do our best to avoid performance issues, and resolve them before they occur.

Getronics & INSEAD

When the pandemic hit, the international business school INSEAD had to rapidly change its technology, processes, and culture to deliver courses online. The pandemic provided a unique opportunity for the digital transformation of its IT systems and to develop new, data-driven solutions.

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Managed Service Desk

We provide an end to end managed Service Desk solution that can support 22 languages from dedicated or shared environments, across multiple channels covering call handling, fault resolution, management of third parties, escalation management with guaranteed quality and performance.

Problem Management

Problem Management is an essential part of our Service Desk solution. We provide customized dedicated or multi-tenanted platforms to proactively analyse tickets and determine root causes with the objective to reduce incident volumes. We can provide advice on permanent technical solutions to eliminate re-occurrences. Not only do we analyse incidents that have occurred, but we also deploy our Digital Insights solutions to resolve problems proactively.

Change Management

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 Management

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

Minimal disruption, maximum productivity. Improving the worker’s digital experience. Our Digital Insights solution allows for proactive detection of issues with hardware and software within our organisation. We do not wait for incidents to occur; we prevent them from happening. Where problems do arise we want to make it as easy as possible for users to raise a ticket and for their issues to be resolved at point of first contact. Our bot technology combined with self-help, self-heal and our skilled Service Desk agents provide you with a strong mix of channels to resolve issues quickly and efficiently.

Reinventing Customer Support with AI

Knowing where to start making optimisations to your customer support function begins with understanding how AI can help to improve the customer journey.

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Talk with one of our experts

If you’re considering a new digital experience, whatever state you’re at in your journey, we’d love to talk.

SERVICE
DESK