Service Desk Services

The IT Service Desk (Help Desk) is literally the face of IT.  They are who your users first interact with when incidents occur or when they are requesting service.  Does your Service Desk have challenges with providing timely, consistent, or friendly service?  Are you burdened with the headaches of turnover and training, and want to focus more on developing your business alignment and IT strategies?

We can help you get on the right track.  XForm IT Management is an industry leading edge IT Service Desk managed service provider, led by an ITIL Expert.  We are a value-added and cost effective service provider, compared to the big industry players.  We guarantee a better service, higher customer satisfaction, ITIL-based service metrics, and meaningful insight to your operations.  XForm IT Management specializes in providing fully managed, ITIL-based Service Desk services in small to large enterprise environments.

 

Our Service Desks have:

  • ITIL and RCCSP certified Service Desk analysts

  • an ITIL Expert certified Operations Manager

  • Service Level Management processes

  • a detailed in-house developed proprietary metric reporting application

  • Monthly governance process with quality assurance reporting

  • Knowledge Management processes

  • Extremely high customer satisfaction, with a managed process for following up on feedback as well as scoring

  • Emphasis on First Call resolution, higher than industry average

  • The ability for 24/7/365 after hours on-call coverage

  • Virtual ACD/IVR tool available for implementation (includes custom menus, skill sets, and call recording)

  • Experience in implementing net-new ticketing tools

  • an ITIL compliant Continual Service Improvement (CSI) programme

  • IT Access Administration expertise (Active Directory and Exchange user management)

 

 

See below to contact us with any questions, or feel free to e-mail us at info@xformit.com

Contact Us

Tel. 780-264-7297

© 2020 by XForm IT Management, Alberta, Canada.