Managed Help Desk

IT Managed Service Desk Services
How Does an Outsourced Managed IT Service Desk Help my Business?
The CRI Advantage Approach to Managed Help Desk
Desk-side (On-site) Support
CRI’s on-site managed service offering provides staff on-site to resolve your IT issues. Our staff will support your staff in a number of activities from end-user support to application or system configurations. Our professional staff is trained and will provide the skill set and experience that your organization needs.
Our menu of Managed Services offerings includes:
- Customizable 24x7x365 Help Desk via phone, mobile phone, texting and web apps
- Desk-side (On-site) IT Resources As-Needed
- Office 365 Administration
- Remote Monitoring and Management
- Asset Discovery and Management
- Patch and Upgrade Management
- Cloud Hosting (AWS, Azure and Private)
- Cyber Security
Frequently Asked Questions
ITIL’s definition of a service desk is as follows: “The single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users.”
Technical definitions aside, customer service should be the most important aspect of your business if you care about sustained growth. With humans at the helm of customer service, the right service desk takes your business to the next level: it can mean the difference between meeting and exceeding customer expectations.
Leveraging the collective experience of the CRI team has proven to be of great benefit to our clients. Not only will we intimately know your environment, we’ll invest to understand your business goals. We’ll then develop a strategic roadmap that identifies the solutions, including estimated budget and dependencies that will ensure that those goals are met and position the company for future growth.
It’s likely that you’ve seen service desk and help desk services used interchangeably – but they are different practices.
A help desk service is designed for businesses who needs to solve immediate technical needs and issues. A help desk provides direct help for a direct problem.
A service desk offering is more strategic. It has a stronger emphasis on the needs of the business rather than the direct requests of the customers. The Information Technology Infrastructure Library (ITIL) defines the Service Desk (Service Operation) as “the single point of contact between the service provider and the clients.”
With a service desk offering, sample features include automated emails and updates, comprehensive tracking and reporting, dashboard implementation and management, scripted responses, automatic ticket routing, an integrated knowledge base, Service Level Agreement (SLA) tracking, escalation procedures, and more.
In many cases, a help desk service is a component of a service desk offering – but each situation, as each organization that uses the tools, is unique.
IT Managed Service Desk Services
Contact us today to learn how CRI Advantage can transform your organization’s digital landscape.