ITSM Service Desk
Keep your end-users productive and your IT team focused on strategic initiatives. Contegix makes it easy to provide your end-users with a high-quality central point of contact for all of their IT needs.
Contegix ITSM Service Desk offers:
- Expertise in your industry and the tasks at-hand
- A reliable, committed team that works when you need them to
- Strategic guidance to proactively address current and future challenges
Immediate Support. Continuous Improvement. Long-term Value.
The Contegix Service Desk operates as a seamless extension of your IT team to solve problems and answer questions quickly and affordably.
Our ITIL best practice approach gives you a central point of contact to resolve and manage all incidents and requests. We support custom business applications and processes as well as standard hardware, software, and connectivity. In addition, our knowledgeable and certified US-based team utilizes a proven project methodology for on-boarding and go-live success.
Service Desk Tiers
Eliminate the headaches of finding coverage. Off-shift Service Desk gives you single point-of-contact support for your entire organization during off-hours, weekends, and holidays.
Reduce stress and resource drain while optimizing processes and service delivery. With Contegix as the front-line extension of your IT team, 24/7/365, your IT staff is free to focus on high-level projects and initiatives.
Limit the number of people with access to your data by using a dedicated team of analysts. Customize to utilize dedicated tier during core business hours with roll over to the shared model after hours.
Key ITSM Processes
ITSM involves a few essential processes that are most commonly used with IT teams. Selecting the right ITSM processes starts with a well-designed strategy defining business requirements. These processes not only benefit your IT team but can improve efficiency and productivity throughout your entire organization.
A few of the core ITSM processes include:
- Incident Management
- Problem Management
- Change Management
- Asset Management
- Configuration Management Database
- Service Level Management
- Service Request management
- Knowledge Management
- Service Catalog
You can learn more about each key process and best practices in What is ITSM? Getting Started with IT Service Management.
Contegix provides a full-service end-user experience, supporting standard hardware, custom business applications, as well as facilities workflows, and other non-IT requests.
High Quality Management Reports
Daily, weekly, monthly and quarterly performance reports offer improved visibility for incident trends, support documentation, and governance.
Our comprehensive and fully transparent knowledge base helps us resolve tickets efficiently and cost-effectively.
Formal Quality Assurance program consisting of 7 components and a fourteen-point evaluation fostering continuous improvement.
Our knowledgeable and certified team is comprised of US-based, bilingual analysts who can easily adapt to your processes and business applications.
Ready to talk? Please tell us a little more and we'll be in touch shortly!
ResourcesView all Resources
Get real-time protection to help prevent the growing number of ransomware attacks
Earlier this month the Colonial Pipeline, a 5,500 mile pipeline that supplies upwards of 45% of the gasoline to the east coast of the United States was breached and halted due to a ransomware attack. With no recovery mechanism in place, the company was forced to pay nearly $5 million dollars to regain control of their infrastructure. The attack is a harsh reminder for many organizations of the growing threat of cyber-attacks and ransomware. Sadly, hacker groups such as “DarkSide” are only increasing in numbers and the threat of ransomware is only growing in complexity and scale.
Measure IT Success With These KPIs
IT departments are responsible for many facets of a business that extend far beyond server rooms: from opening and closing support tickets to implementing comprehensive digital transformation initiatives. But how can businesses ensure that their IT service department’s work is aligned with larger business objectives? “It’s important for teams to regularly measure success against a Service Level Agreement, which includes key metrics like abandonment rate, response time, and overall customer satisfaction.”
How Higher Education Can Create Cost Efficiency Through Managed Services
One year since the pandemic began, colleges and universities still face uncertainty around when students will fully return to in-person learning. In the United States, only 35 percent of students have returned to schools for in-person learning full-time. The majority of students continue to attend virtual school, or some mix of remote and in-person classes. And even as vaccine distribution ramps up and provides a glimmer of hope for a return to in-person learning, remote learning will remain a required service in the days, months and perhaps even years to come.