More on the outsourced IT Helpdesk

How does it work?

We've built our helpdesk from the experience of delivering this service to our many satisfied clients. Get in touch if you'd like some references

And as First Line has adopted ITIL our service brings many of the benefits that ITIL defines.

We take the initial fault report, by telephone, email or web form, and do all the qualification and prioritisation work for you. We’ll enter the details into our powerful helpdesk ticketing system along with detailed evidence where needed. We have our own powerful helpdesk system but are equally happy to use yours.

We’ll sort out all of the user mistakes, misunderstandings, forgotten training and problems for which there are quick or known solutions.

What’s left are the genuine technical faults that we’ve already prioritised. These are forward onto your technical team through the helpdesk system. They can then focus on detailed diagnosis/fixing, without the distraction of incoming phone calls.

It makes a lot of good business sense.

And what's included?

Creation of a Single Point Of Contact (SPOC) for all incident reporting
Receive and acknowledge all calls, e-mails and other notifications on incidents
Incident recording (including requests for change)
Incident classification
Incident prioritisation
Incident escalation
Search for known solutions and workarounds
Periodically update interested parties on progress
Verify incident closures with reporting parties
Perform communication activities for the other ITIL processes (e.g. release notifications, change schedules, SLM-reports
Report to interested parties on the service performance