End User Computing

IT support is only as good as the Service Desk providing the first point of contact. 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 Computing service, such concerns become a thing of the past. Our IT Help Desk team are expert troubleshooters who’ll quickly identify the problem and get your system and your employees up and running with barely a hiccup.


The Very Best End User Experiences

Long View’s Service Desk offers tailored user support solutions including desk-side and field support, 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 Support 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
  • Service Desk co-sourcing at your business location
  • Service Desk outsourcing at Long View’s location
  • Blended sourcing (co-sourcing during business hours and outsourcing after hours)
  • 24×7×365 support to one or multiple (including remote) locations
  • Call and ticket tracking tool options
  • Desktop support for 50,000 applications as well as hardware (printers, desktops, laptops, etc.), network connectivity (switches, routers, VCUs, etc.), and mobile devices (including Blackberry and Windows-based devices)
  • Service Desk support
  • 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
  • Eliminates Service Desk staffing issues
  • Reduces costs by up to 20% on Service Desk and desk-side support and by 60-80% on hosted support service such as 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 Service Desk and desk-side support
  • HDI Help Desk Analyst
  • MCP Microsoft Certified Professional
  • ITIL Information Technology Infrastructure Library
  • ITIL Instructors
  • BluePrint Auditors
  • HDI Certified Help Desk Manager
  • HDI Certified Help Desk Director
  • Positioned in Gartner’s Magic Quadrant for End-User
  • Outsourcing Services, North America

Why Partner with Long View?

Baselines, Audits and Roadmaps

  • We can create the baseline IT Service Catalog and then perform quarterly updates to ensure it is current and accurate
  • We perform audits that allow for maturity assessing – a roadmap of continual improvement and a simple way to measure milestones en route to maturity
  • Our team develops and implements ITSM Roadmaps. 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 Help Desk Tools

  • We have access to the best Help Desk tools in the industry including assessments, incident, problem, change and asset tracking, and business reporting
  • We provide industry-leading modular ITSM tools, so you pay only for what you use (shared licenses and hosting available)

Single Point of Contact, 24X7

  • Our Help 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 ITIL Training is regularly requested by clients because of our exceptional and experienced ITIL trainers
  • Our Service Desk experts receive routine training on established and emerging technologies
  • 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 comparison to other Long View managed Service Desks
  • 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

Creating the Ultimate End User Experience