Our service desk provides a single point of contact for our customers, our service desk engineers provide a combination of technological expertise and customer service skills.
Help is on hand by phone, email or online
Ecebs places great value in its Service Desk which provides a point of day to day contact with our customers. The aim is to provide a transparent and approachable value-added service, underpinned by formal process, without imposing formality on the customer. The Service Desk function is guided by ITIL 2011 best practice, which is recognised across the organisation.
From planning through to implementation we can help
Our customers appreciate this function going beyond a reactive helpdesk, constrained by formal procedures. For example, they value the facility to raise discussions during the planning stage to evaluate the effects of possible operational change on the HOPS service. This collaborative approach prevents surprises for both parties and allows Ecebs to grow a pro-active service built around a shared knowledge base.
Smart Technology Specialists
Our Service Desk engineers are highly motivated specialists in Ecebs technology. The necessary knowledge of the ITSO domain and the Paragon HOPS technology are well established and they will be active at all stages of the Nexus implementation. Initiative is encouraged and they are able to respond personally to the majority of service queries, while ensuring that call and response are logged and ticketed appropriately. The mix of service and technology skills gives them strong insight into customer needs, and also means that they work closely with the "back room" designers and developers on a daily basis.
The Ecebs Service Manager is available for direct consultation on service desk issues. This informal approach is helpful in establishing a strong customer/supplier relationship which both parties can build on.
For more information on our service desk please contact us.
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