Service Desk & Deskside Support

IT support is only as good as the Service Desk providing the first point of contact and its ability to escalate appropriately. This service must always be accessible, reliable, professional, and accurate. The availability of qualified staff, the need to manage around vacations and illnesses, and staff turnover are just a few of the challenges that face many IT Service Desks.

When you align your business with Long View’s End User Experience services, such concerns become a thing of the past. Our Service Desk team are expert troubleshooters who’ll quickly identify the problem and get your system and your employees up and running as quickly as possible.

 

The Very Best End User Experiences

Long View’s Service Desk offers tailored user support solutions including Deskside support of office and field locations, Remedy as a Service (RaaS), and ITIL training for IT Service and/or Help Desk environments. We’re actively involved, both locally and internationally, with the Help Desk Institute (HDI) – a globally recognized IT support and service association. Our End User Experience team leads have training in communications, service delivery, Microsoft technologies, and other service areas, enabling them to provide the best possible end user experience for our clients.

  • Planning and strategy
  • 24×7×365 remote Service Desk support for all your locations
  • Deskside face-to-face support
  • Service Desk outsourcing at Long View’s location, co-sourcing at your business location, or blended sourcing (co-sourcing during business hours and outsourcing after hours)
  • Call and ticket tracking tool flexibility (ours or yours) with customization options
  • Support for your applications (experience in over 50,000 titles), hardware (desktops, laptops, printers, etc.), network connectivity (switches, routers, VCUs, etc.), and mobile devices (phones, smartphones, tablets, etc.)
  • ITIL training and assessments
  • Short- and long-term staff augmentation
  • Service level management (including ITSM frameworks)
  • Service catalog development
  • Customer service training
  • Service Desk management and team development coaching
  • Contact method innovation (e.g. walk-up kiosk, messaging tool, scheduling tool, etc.)
  • Eliminates end-user support staffing issues
  • Can reduces costs by up to 20% on Service Desk and Deskside support, and by 60-80% on hosted support service such as Remedy as a Service (RaaS)
  • Immediate alignment to ITSM best practices
  • Frees your core IT people to focus on strategic work rather than troubleshooting
  • Creates and reinforces positive end user experiences
  • Able to support client-specific applications
  • Seamlessly integrates with in-house client IT services
  • Gartner Managed Workplace Services (MWS) Magic Quadrant 2017 – “Niche”
  • Gartner End User Outsourcing (EUO) Magic Quadrant 2015 – “Challenger”
  • Gartner End User Outsourcing (EUO) Magic Quadrant 2013 & 2014 – “Niche”
  • International Association of Outsourcing Professionals (IAOP) Top 100 Global Outsourcing Service Providers (2016-2017 and 2011-2013)
  • MCP Microsoft Certified Professional
  • HDI Certified Help Desk Analyst, Manager, and Director
  • Information Technology Infrastructure Library (ITIL)
  • ITIL Instructors
  • BluePrint Auditors

Why Partner with Long View?

 

Baselines, Audits and Roadmaps
  • We can develops and implement ITSM roadmaps, baseline IT service catalog, and perform quarterly updates to ensure end-user satisfaction and business alignment
  • We perform audits that allow for maturity assessing – a roadmap of continual improvement and a simple way to measure milestones en route to maturity
  • We will help you understand your business’s current IT maturity and work with you to build a roadmap for implementing the critical ITIL phases of incident, problem, change, asset, configuration and knowledge management
Best Service Desk Tools
  • We provide an industry-leading modular ITSM tool so you pay only for what you use (shared licenses and hosting available), and we also have the capability to utilize your in-house ITSM tool (should that be preferred)
  • We are experienced in industry best practices around assessments, incident, problem, change and asset tracking, and business reporting
Single Point of Contact, 24x7x365
  • Our Service Desk staff are available 24x7x365 to provide support independently or as an augmentation of your IT support staff
  • We provide a single point of contact and regular reporting including a quality matrix, project innovations, and audit comparisons for a positive end-user experience
Training and Compliance
  • Our Service Desk experts receive routine training on established and emerging technologies
  • Our ITIL training is regularly requested by clients because of our exceptional and experienced ITIL trainers
  • We offer ITIL and ITSM assessments and training to ensure ongoing compliance
Industry Leading
  • Our model of best practices and continuous improvement involves monthly internal assessments and service comparison against other clients we support, to ensure consistent service delivery and identify any specific areas of improvement
  • We contributed to the International Standards for training for Customer Service
  • We work with you to develop a scorecard to facilitate your business’s continuous improvement

Questions?