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24/7/365 service desks across disparate locations

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Friendly, fully-trained service teams

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One point of reference for all customer issues

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Comprehensive incident management

Behind the Service Desk

We understand how important good customer service is, particularly when it comes to IT.

The Piksel Service Desk is a single point of contact between us, you and third-parties. We like to think of it as a combination of a manned operations centre, a set of stringent processes and service management in action.

It's where our customers can report incidents and where we can manage service requests and facilitate change.

You're in the right hands

Our Service Desk is full of brilliant, friendly and experienced team members. Often, many of our engineering staff come to us through the Piksel Service Desk, bringing a wealth of customer understanding and technical knowledge with them.

We train each team member in core ITIL skills, ranging from the ITIL foundation up to the ITIL practitioner and manager levels. This means they're well equipped to handle your technical, service and change management needs. 

What does our service involve?

Our comprehensive Service Desk handles the following:

  • Logging and management of incidents
  • Identifying customer issues
  • Communication of incidents to customer teams
  • Triage of incident
  • Resolving of issues wherever possible
  • Escalation to specialist teams when required
  • Incident impact reports and reviews
  • Hardware and software configuration management
  • Change logging and coordination
  • Logging and management of service requests
  • Monthly service reports
  • Asset management

Around-the-clock care

We operate a "follow the sun" service desk, which is available 24 hours a day, seven days a week, 365 days a year.

The service desk provides native language speaking operatives for non-English clients.

Specialist teams are always available to support the service desk, allowing our customers to concentrate on their core business needs.

GET IN TOUCH

Keen to find out more?

If you'd like to know more about the customer care Piksel Service Desk offers, get in touch today. We'd love to talk you through our processes.

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