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IT Service Desk
We, at service desk go beyond traditional help desk experience with manual processes by
implementing comprehensive process automation tools in addition to the dedicated help desk staff.
Find answers from our world-class team- anytime, anywhere
ISSQUARED®’s IT service desk provides a unified platform to deliver an easy and efficient way to
address the customer needs, ensuring best-practice approaches for modern user experience. We
provide comprehensive support for diverse management services including incident, request,
knowledge and problem management, ensuring customer engagement, adoption and satisfaction across
the entire service delivery.
With our IT service desk, you can free up from the burden of technical support services and become
customer-centric rather service-centric. At the same time, you can ensure a pleasant, agile help
desk experience to your customers or employees, allowing them to get quick and easy solution to
their issues. In addition, our support services can deliver you from complex trouble ticketing
system, capital investments, infrastructure requirements and staff retention issues associated with
Service Desk Options
We offer shared customer service desks as well as dedicated service desk services depending on
what suits your requirements the best. Our Help Desk is also integrated with NOC/SOC services
which implies that you can expect the best in terms of technical support and escalation support.
We can also offer variations like Weekend only service desk, Night Shift only service desk and
Off-Business hours only service desk.
With 24×7 personal attention from Tier 1, Tier 2 engineers, ISSQUARED® service desk can deal
with any problem situation of any complexity, any time. Our highly experienced, certified
professionals make use of best of breed ITSM tools and processes in order to quickly and
effectively identify, analyze, diagnose and resolve issues. All our resources are vetted against
rigorous background verification processes and our delivery facilities are biometrically secured
and ISO 27001:2013 as well as ISO 20000:2013 certified.
Our IT service desk platform is hosted in Las Vegas, NV with an integrated Infrastructure DR
capability in Thousand Oaks, CA. It leverages the latest in virtualization technologies as well
as VoIP/IP Telephony systems to provide you with best of call quality albeit at an attractive
SLAs and Compliance
We prioritize issues or problems with stricter response, resolution and issue-based SLA policies
to automate monitoring processes for identifying and reporting on potential issues or problems
in adherence to compliance objectives.
Our IT service desk solutions put every effort to minimize resolution times and reduce business
costs and risk.
Service Desk Feature Set
Technical breadth and depth of resources
Globally compatible resources
Integrated with Level 3 Resources and NOC/SOC support teams
High First Call Resolve (FCR) rate and <40 second hold times
Customer/client self-service portal to keep track of tickets and request any assistance
Private label service, where requested
Custom combination of help desk services including on-site, dispatched and remote
Strive to exceed customer and client expectations on every call
Support for a variety of computing devices, including desktops, laptops, MAC’s, MS exchange,
servers, VoIP sets and mobile devices
Support for multi time-zone environments, including international operations.
Multi-platform support, including operating systems, hardware and software
Use of ITIL-based toolsets and processes for incident and problem management
New machine setups and induction if needed
Focus on KEDB creation and maintenance with a metric on how often the KEDB is used to
Escalation Support for integrated IT Infrastructure Support teams (NOC/SOC)
HIPAA and PCI Compliant
Change management and Configuration management support
Ability to provide Asset management services across hardware and software components
Ability to manage thousands of devices located in different places by establishing multiple
clouds and carriers
Ticket management and vendor liaison for third party and carrier issues
Advanced trouble ticketing platform for Incident and Problem management services
Comprehensive, customized monthly reports detailing key SLA metrics and 24×7 Help Desk
Our engineers and consultants will setup, monitor, and maintain the software with aggressive SLAs
and guarantee fundamental access never fails. We will even strategically align future software
integration with our own software provision, our priority furnishing a secure system with