The UCNS Managed Help Desk is fully ITIL aligned and operates against pre-determined SLA’s all of which is designed to be deployed rapidly with minimal effort.
If you don’t have a Service Level Agreement established in your business, we will develop one with you around your services and staff. UCNS offers its clients a flexible arrangement for its Managed Help Desk offering;
Fully Managed
- UCNS Provide 1st contact logging via a ticketing system (call / web / email)
- UCNS attempt resolution on the initial call
- If no solution can be found or the matter is more complex, the case is escalated to a senior UCNS engineer
- In all instances, UCNS own the request until resolution on an SLA driven basis
Hybrid Help Desk
- UCNS Provide 1st contact logging via a ticketing system (call / web / email)
- UCNS attempt resolution on the initial call significantly reducing workload to the client
- Based on agreed thresholds, the case is either closed or passed to the client’s technical team
- In all instances. UCNS own the administration and communication of the ticket leaving the technical staff free to focus on a resolution
Being a wholly customisable offering, we have clients that use our ticketing system and resources, and clients that want our resources to use their ticketing system, demonstrating the tremendous flexibility UCNS can offer. Whichever model or constraints you may have – UCNS are agile and tactful enough to handle your workflows with the dedication and care that is mandatory.
