We believe that Service Desk acts as the face of the IT Department of any Organization. It is not only the nerve center of the IT support services but it actually controls the perception of the IT services provided by an IT Department.
We have trained resources who act as the First/Single Point of Contact for the End Users. This team not only emphatically takes care of the elementary issues at the First Level but also follows up High Priority Incidents with Level 2 technical teams and drives them to closure.
Our Service Desk has laid down process which increases FCR at Desk year on year.