The Long View Methodology:

Partners:

Save with Service Desk

After on boarding, clients can save approximately 20% on service desk and deskside support costs. Onsite service desk infrastructure represents a large capital expenditure plus ongoing operating (admin) costs. By choosing a hosted technology solution such as RaaS, savings (TCO) of between 60 to 80% can be realized.

Why Partner with Long View?

• We do not offshore.
• We can provide 24×7 world-class help desk, either independently or as an augmentation of your IT support staff.
• Access to the best tools in the industry for providing help desk services including assessments, incident tracking, and reporting.
• Industry-leading ITSM tools are available on a modular basis, allowing clients to pay only for what they want to use (shared licenses and hosting available).
• Our Service Desk experts are updated consistently on established and emerging technologies.
• We offer ITIL assessments and training to ensure ongoing compliance.
• We provide a single point of contact and regular reporting including a quality matrix, project innovations, and audit comparisons for a guaranteed customer experience.
• Our model of best practices and continuous improvement involves monthly internal assessments and comparison to other Long View managed help desks.
• Long View contributed to the International Standards for training for Customer Service.
• Long View is also an authorized BluePrint Auditor.

Service Desk Offerings

• Planning & Strategy
• Service Desk Co-Sourcing (our staff, your location)
• Service Desk Outsourcing (our staff, our location)
• Blended Sourcing: a co-sourcing during business hours and an outsourcing after hours
• Service Desk Support
• Desktop Support
• Additional User Support Services

Certifications

• ITIL Foundations
• HDI (Support Center Manager, Support Center Analyst, Knowledge Centered Support, and Customer Service Support)
• Microsoft (Desktop Support Technician and Office Specialist (MOS))
• Certified Outsourcing Professional Credentials
• SAS 70 Type II and PCI / CCNA / A+ / Network+

Long View Service Desk – Redefine Tech Support

Managing IT support staff, particularly in times of high turnover, or extended absence due to vacation or illness, is a common business challenge. Staff shortages or lack of knowledge can cause end user customer service to suffer. Maintaining ITIL compliance can also be a challenge as many organizations lack both the necessary support staff (including after hours support) and the technology to manage key processes (i.e. reporting and tracking, migrations and deployments) most effectively, potentially leading to decreased efficiency and higher support costs.

Long View’s Service Desk offers a portfolio of tailored user support solutions, including deskside and field support, Remedy as a Service (RaaS), and ITIL training, for IT service and/or help desk environments.

Our Service Desk solutions are based on ITIL and HDI best practices and are designed to “Put People Back to Work.”

Benefits of Service Desk

• Eliminate staffing issues, including high turnover or extended absences due to vacation or illness
• Improve efficiency and reduce costs by bringing up First Call Resolution (FCR) at the deskside level
• Allow your core IT people to focus less on troubleshooting and more on strategic work.
• Improve service to end users leads to a better IT reputation