Focus on business outcomes. The service desk function is no longer about simply logging incidents. Today's service desk
Factsheet The Bunker's Service Desk: Reliable service and innovative support. Focus on business outcomes The service desk function is no longer about simply logging incidents. Today’s service desk needs to be proactive as well as reactive. Here at The Bunker, we do far more than just resolve issues. Our service desk integrates people, products and processes for extensive monitoring, rapid incident resolution and improved end-user productivity to deliver optimal service quality and real results.
Define the scope of the solution We know one size does not fit all. Which is why prior to any service desk support, we undertake a consulting process to scope out your needs and see how your current processes work, in order to understand your environment, identify your challenges and define your service requirements. From this, we offer clear recommendations to bridge any gaps, through the provision of a procedures pack with a bespoke set of services and a step-by-step approach for all our managed services and colocation customers.
Our service desk delivers: •
Cost reduction
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Service integration
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Improved productivity
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Enhanced IT availability
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Superior end-user experience
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Extensive and customizable service options
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Control and management reports
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Robust Service Level Agreements
A flexible service connecting end users and business enablement All too quickly, problems with platforms, applications or infrastructure can disrupt entire processes, so businesses need to be able to react fast. The Bunker’s Service Desk is a tailored, scalable solution designed to solve issues fast. It can improve productivity, save costs, and crucially, ensure your business remains in control. This means being fully aware of incidents before and if they happen - and when they are resolved, whilst remaining fully aware of performance against any SLAs. Available 24/7/365, our service desk solves problems for users working outside of core hours – meaning they can continue without having to wait until business hours. In fact, your employees can work where they want and when they want and still receive 24/7 support.
+44(0)1304 814800
[email protected]
www.thebunker.net
Factsheet Introducing The Bunker's Service Desk: Our Service Desk solution offers three levels of service: 1. Monitoring services - Available 24/7/365, this flexible service monitors the specific areas you have assigned us to manage. Incorporating proactive monitoring and an alerting service, it reduces the impact of events by identifying, logging and scoring events in real time, 24/7. The level of notification is agreed in advance, so you can fix any incidents yourself or we can fix them for you. 2. Technical support - We also offer proactive investigation alongside our monitoring services. This bespoke service includes a team of experts to reduce downtime by fixing problems with your platforms, systems, applications or infrastructure and identifying the root cause, 24/7/365. 3. Out of hours service - Our multi-skilled team can complement your own internal resources by providing extended hours of operation, negating the need to employ a shift team to offer a 24/7/365 service. The Bunker can take over at an agreed time, or even just as holiday cover, to manage escalation and any end user issues in the absence of your in-house IT team - so you can focus on what you do best.
Why The Bunker? •
Access to expert around the clock proactive support
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Services delivered based on ITIL Best Practice Service Level Agreements set by you
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Cover from a few hours to 24/7/365
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Fast, 24/7/365 problem resolution
Highly qualified service desk staff with second and third line technical expertise
Choice, control and consistency With responsive IT support, organisations can maximise productivity, boost performance and drive growth. From a simple break-fix to end-to-end support capabilities, our world-class service desk offers premium technical support that will not only reduce downtime and overall costs, but also facilitate a positive return on investment. Most of all incidents or user requests are resolved first time by first-level support – meaning your employees can get back to the job in hand avoiding any unnecessary costs and lengthy waiting times.
The Bunker Protocol The Bunker ProtocolTM is an all-encompassing methodology that secures against risk and ensures the most secure IT delivery in the UK. The Bunker ProtocolTM incorporates Physical, Human and Digital security capability and processes and wraps them with a governance and standards layer that ensures that client data and clients systems are continually secure against threats to confidentiall , integrity and availability.
This is Ultra Secure Physical - Military Grade data centres. Human - All employees are fully background checked and our culture starts and ends with security. Digital - We build and integrate systems in-house, Ultra Secure, from the source code up.
To find out more about The Bunker's Services:
+44(0)1304 814800
[email protected]
www.thebunker.net
