Telstra - Business Services - Integrated Service Desk

Our Integrated Service Desk employees use consistent, rigorous processes aligned with Information Technology Infrastructure Library (ITIL) best-practice methodology. This is to ensure that they provide the highest quality support. They’ll take ownership of your issue until it’s resolved, keeping you informed throughout. And you can obtain support using your preferred means of contact, making it flexible and convenient.

Benefits

Features

Benefits

Our Integrated Service Desk can provide a broad range of benefits:

Increased productivity

Your staff can get back to business more quickly with fast, simple access to support services via a single point of contact.

Reduce risk

Consolidate your suppliers and help reduce the risk of costly downtime or security breaches with rigorous service levels delivered to a binding contract.

Greater competitiveness

Be more responsive and help gain a competitive advantage with a single, highly flexible Integrated Service Desk that can easily handle fluctuating service volumes and changing business priorities.

Improved customer experience

Agreed response and restoration times help ensure fast rectification of service interruptions, which can impact your service levels.

Greater cost control

Our high performance Integrated Service Desk operates as a variable yet predictable cost, making it simpler to budget and align support to business needs.

Improved visibility

Comprehensive reporting and regular meetings provide greater insight into your performance, allowing you to plan better and make informed decisions.

Faster business transformation

Our commitment to best practice operations, continuous improvement and innovation underpins your Integrated Service Desk functions, allowing you to take on new initiatives and help grow your business.

Features

Our Integrated Service Desk features include:

Incident management – facilitates restoration of normal service operations as quickly as possible.
Service request fulfillment – uses standard procedures to promptly deal with change requests.
Service level management – maintains and improves service quality via agreement, monitoring and reporting.
Repeatable processes – provides the service desk function to customers, differentiating work instructions to support different customer SLAs.
How To Support – helps staff utilise their devices and applications with instruction and set up support from experienced staff.
Case management – manages requests and incidents through to completion, keeping you informed throughout.
Faster resolution – inbuilt knowledge management toolset will assist in completing requests at first point of contact.

Integrated Service Desk