>> Service Desk
We are able to provide System Support Services both Australia wide and internationally, 24 hours a day, 365 days a year.
The ASG Service Desk is a critical component of our Service Delivery function. It is provided via the ASG National Service Centre (NSC).
The Service Desk team is headed by a Service Desk Manager who is responsible for ensuring that the processes are adhered to, the tools are in place, and resources are managed and the on-going improvement of the Service Desk.
Customer intimacy is achieved by having a core number of dedicated resources for each client that will develop a very good under standing of that client’s environment . This enables those people to develop a higher level of customer knowledge and ensures a level of consistency that is of ten lost on a shared Service Desk facility.
This core team is backed up by shared resources to handle peaks in workload, absences and out of hours service provision. This provides each client with the flexibility to scale to meet specific requirements and peaks in workload in a very cost effective manner.
The Service Desk offers a comprehensive Service (Help) Desk solution based on ITIL best practice templates (Incident and Problem Management; Change Management; Service Level Management); a web client for a client’s users to register requests and incidents and check on the status of these incidents; automatic Trouble Ticketing from ASG’s Monitoring Service; and SMS and E-Mail alerts.