Global IT Service Desk Operations

End-Users, having increased mobility, availability and diversity of applications and devices, show higher expectations for technical support wherever and whenever they need it.

Overview

Our globally located Service Desk Operation Centers (SDOC) minimize the cost of downtime to the business of our clients by providing a single point of contact (SPoC) for all technology incidents, maximizing the resolution on first contact through our skilled based troubleshooting capability, and managing all escalated incidents and problems through to resolution.

 

Featured Services

Key Features of AVIANET Global IT Service Desk Operations:

  • Centrally Managed, Multiple Locations SD concept helps AVIANET serve its globally located Customers with always available support teams
  • Two-Tier Service Desk Model:
    • All SD staff is skilled and technical, responsible to take and log all calls, and also resolve the 1st level support incidents in real time with the customers
    • 2nd and 3rd level incidents are passed to the respective SD managers, network specialists, and dedicated support teams for the resolutions as needed
  • Current SD Operational concept is based on providing the required global coverage for the contracted services as per SLAs and supported locations of the Customers
  • Global network of owned 42 Offices across 35 Countries is fully capable to readily extend the SD operations according to the contracted locations and services for any enhanced coverage

Benefits

AVIANET Global IT Service Desk Operations provide the following benefits:

  • Reduced risk through fully owned multi-site support, enabled by global processes and tools
  • Flexible staffing options for the long-term or short-term volume changes
  • Improved service levels through industrialized troubleshooting and support processes
  • Reduced costs by 30% up to 45% through increased leverage of remote support services and self-service capabilities
  • Global footprint
  • Multi-Lingual options
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