Supporting your workforce anytime and anywhere.

SERVICE
DESK

We all desire a great digital experience when we work, from fast access to services to the quick resolution of issues if and when they occur.

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.

1.5M

Supported Users

Supported Languages

1.2M

Tickets Per Year

What makes us unique?

We know you have plenty of choice in this market. Here are a couple of reasons why you may want to speak with us:

Global

We have Global Service Centres in all regions of the world providing support 24x7x365. We can provide support in over 22 languages using a follow-the-sun approach to ensure continuous incident ownership.

Tech

We empower your employees to get support through their preferred communication channel, be it via online portal, live chat, phone, email, or messaging. All these channels allow employees to access support 24/7, wherever they are.

Proactive

Our Service Desk agents have real-time insight in the actual performance of the end user devices. In many cases our proactive analytics results in performance issues being resolved before they occur.

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.

Ovum Report

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).

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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