Service Desk & End User Support

Service Desk

As per ITIL Foundation, “The purpose of the service desk is to capture incident resolution and service requests. Therefore, it should be the entry point and single point of contact for the service provider with all end-users.”

We at GBM have developed a Service Desk by amalgamating the world’s best ITSM platform with trained and experienced Service Desk Agents. The processes to manage incident resolution and service requests are designed by ITIL Certified Consultants. They are documented in standardized run-books and workflows to be consumed by Service desk agents repeatedly.

Designed to meet the needs of Qatari organizations, the GBM Service Desk provides a single point of contact for all of your IT support incidents – and is available 24/7, in multiple languages, with end-to-end case management.

End-User Support

An organization’s end-users, or teams, need ultra-reliable and easy-to-use IT to work to their total capacity. When IT fails the end-user, there is a hit to productivity that can impact the entire business. GBM offers a complete portfolio of services designed specifically to maximize end-user productivity, built on an integrated set of industry-leading tools, skills, and processes.

With services including remote desktop support, service request fulfillment, patch management, software distribution, asset management, procedural documentation, and managed operating environments, we can help your business increase productivity,

Following services are provided  under Service Desk and End User Support:

• Incident Ticket life cycle management – opening, tracking, progressing, and closing tickets.
• Service Request Management
• Level 1 issue identification and resolution
• Escalating tickets to the correct resolver groups for L2, L3, or onsite support
• Maximize First Call Resolution leading to end-user productivity enhancement.
• 24X7 support availability.

The service requests may vary from a simple request to a complex, time-consuming request and may require immediate action to meet SLA requirements. These may include, but are not limited to:

• A Service request for a service delivery action (for example, providing a report or replacing a toner cartridge)
• A request for information (for example, how to create a document or what the hours of the office are)
• A request for provision of a resource or service (for example, providing a phone or laptop to a user or providing a virtual server for a development team)
• A request for access to a resource or service (for example, providing access to a file or folder)
• Feedback, compliments, and complaints (for example, complaints about a new interface or compliments to a support team)

With the GBM Service Desk as part of your team, your organization can:

• Resolve IT issues faster with a dynamic combination of automated self-help resources and help from trained and professional Service Desk Agents.
• Increase IT user satisfaction by resolving more than 80% of IT incidents on a first call by a Qatar-based expert following ITIL best-practice and framework within agreed SLAs
• Increase productivity by reducing the downtime that results from unresolved IT incidents.

With the country’s leading IT solutions provider as your service desk partner, you can access expert skills, proven tools and processes, and the experience that comes from having a large regional client base and significant technology vendor alliances. With GBM Service Desk, it’s all just a call away at any time of the day.