ServiceDesk
Always helping you
You need to know you can pick up the phone and we will help you. You also need to know that we'll spot any problems - or potential disruptions - and fix them, before they impact you.
Single contact point
As your single point of contact ServiceDesk is our control centre for any aspect of your service delivery including service monitoring, network alarms and managing disruptions in availability or quality.
ITIL aligned
We work within an operational framework that promotes effective ownership and communication of requests and incidents to keep you on track. ServiceDesk has been developed using the best-practice framework of the IT Infrastructure Library (ITIL), the recognised standard for worldwide excellence in operational support.
Extended hours
You can access the ServiceDesk through the online portal, by email or by telephone. And because we appreciate business never stands still, we offer extended hours and weekend support.
Clear ownership
There is nothing more infuriating than getting passed around or forgotten about. That's why we assign each call to a single owner at ACT, who is in control and accountable to their promises.
Review and improve
Not only do we invest in training, we continually gather feedback, review and improve our operating procedures.
Technical notes
- Our automated ServiceDesk capability ensures a smooth, joined up workflow so calls don't get lost between systems.
- We take a symptom-led approach to diagnosing problems, rather than relying on self-diagnosis, helping us quickly fix any incidents.
- Our KPIs are based on customer management information e.g. call capture and response time, call closure against SLA and customer satisfaction score.
