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Service Desk

With our own Service Desk Service Center, we provide the fastest response times, an efficient process of accepting requests and resolving incidents through all channels of communication. We rely on the parameters developed together with the client, which translates into business growth and cost optimization.
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A well-functioning IT infrastructure is not only the proper configuration of hardware and software, but also the prompt response to problems and elimination of errors that can disrupt the proper development of the company. Our Service Desk Service Center is the answer to the expectations of customers who need comprehensive and remote IT support provided by professionals.

As part of the Service Desk, IT Solution Factor also offers outbound campaigns. We deal with constant monitoring of infrastructure and failure management. Demanding incidents are forwarded to the next lines of support, including those located on the client side. We continuously analyze technology trends and handle service reporting. Automation of complex processes allows us to make improvements in any organization, thus increasing profits and building competitive advantage.

Service Desk in our
complete servicing process

To grow business and operate efficiently you need a reliable infrastructure and quick incident management process.
Our proprietary servicing process ensures quick response time and fixes delivered by an experienced team in 24/7/365 mode.
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Immediate response to incidents
Within our own Service Desk Center, we offer a proprietary service process designed to respond to calls in the shortest possible time. We accept calls and resolve incidents through all available communication channels.

Our Service Desk Centre

We have our own multilingual Service Desk Center dedicated to IT processes. We provide remote IT support services to corporate clients and small and medium-sized companies.

We start project activities by working out consistent efficiency, quality and quantity parameters with the client, so that service desk services affect cost optimization and business development.

Service Desk Center in numbers:

  • 4000 requests per month
  • 6000 notifiers
  • 300 service contracts
  • 400 locations serviced in PL and EU.

Comprehensive
tickets processing

Professional support service ensures efficient operation of the company and gives clients comfort. We receive tickets from all communication channels. Our team gives detailed explanations and remotely resolves incidents.

Our Service Desk offers:
Support for office and business applications
Manuals and trainings
Managing outgoing campaigns
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Managing outgoing
campaigns

  • Monitoring and escalating tickets to consecutive support lines
  • Monitoring infrastructure and systems, executing operational work
  • Incident management
  • Supervising data completeness
  • Knowledge management
  • Trends analyses and reporting services
  • Creating policy and supervising quality of services
  • Improving and automating services

We provide service throughall communication channels

Phone (numbers dedicated to clients, also international)
Mail
SMS/MMS/Video
WWW forms
Chat
Monitoring systems
  • Phone (numbers dedicated to clients, also international)
  • MAIL
  • SMS/MMS/VIDEO
  • WWW forms
  • Chat
  • Monitoring systems

Service Desk expertise

Substantive
  • Office environment (sprzęt i oprogramowanie) (hardware and software)
  • Printing environment (devices and software)
  • Mobile environment (devices and software)
  • Server environment (devices and software)
  • Business environment (business apps)
  • Networks and security
  • Databases
Technological
  • Providing information, remote incident resolution
  • Monitoring, as well as escalating requests/incidents and requests to the next lines of support
  • Monitoring of infrastructure and systems, execution of operator work
  • Managing outages and monitoring quality of service policies
  • Overseeing data completeness
  • Knowledge management and service reporting
  • Continuous service improvement and automation
  • Complaint processes and telesales of services
  • Technological
    • Office environment (sprzęt i oprogramowanie) (hardware and software)
    • Printing environment (devices and software)
    • Mobile environment (devices and software)
    • Server environment (devices and software)
    • Business environment (business apps)
    • Networks and security
    • Databases
  • Substantive
    • Providing information, remote incident resolution
    • Monitoring, as well as escalating requests/incidents and requests to the next lines of support
    • Monitoring of infrastructure and systems, execution of operator work
    • Managing outages and monitoring quality of service policies
    • Overseeing data completeness
    • Knowledge management and service reporting
    • Continuous service improvement and automation
    • Complaint processes and telesales of services

Our 
clients.

Ensure effective IT environment. Check other ITSF services

Security & Networking
Field Support

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