Service desk services that meet your company needs and answer the needs of your end users.
Our service desk solutions can be provided as a managed services delivery, a (remote) centralized service desk, or through staffing of experienced analysts to complement your team. For clients looking for centralized service desk support, CTG’s Application Advantage™ solution offers a flexible suite of IT and application support solutions with experienced CTG analysts who provide improved “first line of defense” incident and request resolution and have the expertise necessary to improve first call resolution (FCR) and decrease call abandonment.
THAT’S WHY CTG offers Service Desk solutions
We focus on what is important for you, at whatever level of responsibility and complexity, whether that is availability of your call agents, customer perception of the service desk, increase of the first call resolution rate or the implementation of service level management.
Better Incident and Request Resolution
Improved First Call Resolution
Decrease Call Abandonment
ITILv3 / ITIL4 compliant
CTG'S SERVICE DESK SOLUTION
As a general approach for a Service Desk engagement, we use CTG’s General Framework Approach. Our approach results in disciplined and well-understood processes that incorporate effective customer activities and any methods or tools that improve the process.
Within the client environment, CTG can reinforce or staff the service desk team based on function profiles and a guaranteed staffing of a required number of seats. We can provide a team leader if requested. The client keeps the responsibility of the incident management process.
Managed Service Desk Service
CTG brings a team in place at the client site and assumes the responsibility of the service desk processes. A service level agreement is put in place between CTG and the client. CTG will present the performance results of the service desk to the management of the client on a monthly basis.
CTG Centralized Service Desk Service
CTG offers near-shore service desk services from our Luxembourg offices. This centralized service desk can offer multilingual support in extended business hours to 24/7 if required.
IT Support Services
CTG’s scalable IT Support Services provide best-in-class, omni-channel support for all IT-related questions, incidents and requests.
The CTG partner network is built to combine today’s leading technologies with CTG’s digital transformation IT solutions and services to accelerate our clients’ transformation initiatives.
Given the accelerated pace at which new technologies emerge and the specialized and evolving needs of our clients, it’s essential that we leverage industry partnerships to amplify the value we provide to clients.
Our strong partner network provides clients with even greater speed, adaptability, and confidence that their IT and digital transformation initiatives will be powered by the technologies, skills, methodologies, and industry experience necessary to achieve their desired business, technology, and operational outcomes.