IPsoft offers comprehensive Service Desk services from our worldwide Network Operations Centers (NOCs). Service Desk support is provided on a 24x7x365 basis through a conjunction of NOC hotlines, trouble ticketing, environment monitoring and autonomic remediation. IPsoft automates typical Level 1 and 2 support activities, with escalation to Level 3 and Level 4 System Administrators.

Service Desk Management Services

Service Desk encompasses Levels 1-4 activities including but not limited to:

  • Runbook-based triage
  • Business process and incident based escalation
  • Event troubleshooting and remediation
  • Management reporting on utilization, trouble tickets and service requests
  • Guaranteed results: time-to-respond (and restore for Advanced/Full) for customer issues (SLA)

Service Desk Platforms Supported
  • Windows
  • Microsoft Office
  • Exchange
  • Active Directory
  • Lotus Notes
  • Adobe
  • Productivity Suite