If you’re a Milnsbridge Managed IT Services customer, chances are that at some point you have called through and spoken with our Service Desk team. The Service Desk team are the first point of contact for our customers. They serve an integral process in solving issues as well as the general day-to-day running of a Managed IT Support Services Provider such as Milnsbridge IT.
A help desk is reactionary in nature. Typically, it is somewhere you’d call after a problem or an incident. Whilst you may also ring our service desk with an issue or an incident, their responsibilities go much further than just responding to calls. A service desk is the natural evolution of a help desk. However, unlike a help desk, it is proactive in nature. Therefore, the team often work to prevent issues from arising.
The Service Desk team do more than just handle phone calls all day. Here are just some of the many things that a service desk member is responsible for:
Our support levels follow the ITIL framework for management processes according to requirements of a service level agreement. 1st level support is typically delegated to our junior technicians. 1st level support generally deals with service request management and low-level administrative processes such as password resets and other quick-fix issues. 2nd level support is typically handled by our senior technicians. This level of support deals with more complex issues than just basic administrative fixes as well as handling server issues. 3rd level support is for more complex matters and are handled by Milnsbridge’s engineers who specialise in problem management. However, just because an engineer is handling your issue does not mean it entirely leaves the Service Desk team’s responsibility. The team are responsible for monitoring 3rd level support also and making sure it is resolved in a timely manner.
When and if an issue arises, as a customer of Milnsbridge you can call the Service Desk as a single point of contact on 1300 300 293. You will be put through to our Service Desk team where you can explain the issue at hand. From there, your issue will immediately be entered into our service portal and assessed on its required support level, whether that’s 1st, 2nd or 3rd level support. If the case is a quick-fix, 1st level support issue it will be resolved within minutes. However, if the case is slightly more complex it will be researched using our internal knowledge base before being escalated to a senior technician or an engineer. From there, a ticket will be created, and a solution will be achieved in a timely manner.
What are our satisfaction ratings?
We pride our service on customer satisfaction, responding in a timely manner and quickly resolving issues. Here are some quick stats that reflect our customer satisfaction:
Milnsbridge manage all of your day-to-day IT needs and bigger projects. However, we also can distribute and setup hardware for your business. You will be able to purchase laptops, desktops, tablets as well as other devices through Milnsbridge. It will come to our workshop where members of the service desk. From there we will set it up and install it with all the necessary applications or profiles. Then you can either pick it up from us directly or have us install it for you onsite. This service can give you peace of mind that from start to finish your hardware is receiving the best care from IT experts.
The service desk in an integral aspect of the inner workings of a Managed Service Provider such as Milnsbridge IT. They are generally your first point of contact when an issue arises. However, they are also responsible for much more behind the scenes such as assembling devices, monitoring email security, knowledge management, and more. The best IT support Penrith.
These services are just one aspect of Milnsbridge’s fully comprehensive support. In 2022, take your IT seriously and call Milnsbridge on 1300 300 293.
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