Whilst our Service Desk team are highly capable from a technical perspective they are also schooled in the softer side of service delivery, ensuring an empathetic approach to your user’s problems and providing a personalised service. ECOM IT Solutions Service Desk is a 24/7/365 manned operation delivered from our Operations Centre in Essex. We are experienced in transitioning and supporting 1st to ‘n’th generation outsourcers and recognise the ‘leap of faith’ required on the part of the customer. With this in mind our aim is to as seamlessly as possible integrate with your pre-existing operations, whilst also recognising the opportunity to implement ‘quick-wins’ to impress your users from the outset

Service Features

Service Features Enterprise-ready 24/7 service (delivered across a global customer base) Extensive remote support and management capabilities (99%+ remote fix) Highly skilled Service Desk engineers (Microsoft accredited as standard) Third-party supplier interaction. Enterprise class IT Service Management system – this can be extended into your environment too. Robust and extensive Knowledge Management process. Evolving 1st line Line of Business (LoB) support – our Service Desk is constantly learning to ensure we can address ever more at the first point of contact.

The ECOM IT Solutions Difference

Access to Service Desk ‘Pods’ and named engineers for consistency of service. Multiple Service Desk contact mechanisms to suit your user’s varying needs, including LF Live Instant Chat. Innovative desktop support and management processes with the ability to take a step beyond the traditional ‘remotely take over your keyboard and mouse’ approach. A commitment to industry leading First Contact Resolution (FCR) attainment. An underlying focus on user experience which is captured through our various methods of satisfaction polling. A flexible and tailored approach to service design – aligning to (but not being constrained by) ITIL.

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