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Home Services Manage And Transform Service Desk Dedicated Service Desk

Dedicated Service Desk

Computacenter's Dedicated Service Desk service gives organisations access to the know-how, tools and processes of a shared service desk operation but with the control and security levels as established and required by your organisation

A service component of our Service Desk solution.

What we do

Out-tasking the functions performed by IT Service Desks is becoming common practice as organisations seek to focus on their core business and reduce cost. However, many organisations have security constraints, requirements for specialist application support and embedded tool sets that make outsourcing a more difficult decision – they want the efficiencies associated with shared services, but need the confidentiality, security and proprietary knowledge of their in-house solution.

Computacenter's Dedicated Service Desk service provides the technical agility and economies of scale whilst providing a 'ring-fenced' service designed for and organisation's specific needs. The service will adhere to any security and regulatory demands embedded within an organisation's operating procedures, and utilise their tool suite.

The dedicated analyst teams can be located on customer's sites or reside in one of our on-shore, near-shore or off-shore service centres. It is also possible to take advantage of both scenarios, using an on-site team during core business hours, with over-spill and out of hours support being re-routed to our service centres.

Our culture of flexibility allows us to tailor our solutions to the specific needs of our customers, but our service delivery is firmly founded on ITIL best practice.

How it helps

Computacenter's Dedicated Service Desk services enable organisations to minimise the costly overhead of identifying, managing and training skilled IT resources without compromising their organisation's security and operating procedures.The service offers:

Reduced costs

• Ongoing cost reduction of incident resolution through the implementation of Computacenter's innovative PASS12T methodology
  
• Wherever possible, adoption of established best practice processes and tools for a cost efficient and high quality delivery model
  
• Commercial operational flexibility that can mix on-premise dedicated capabilities with on-shore, near-shore and off-shore shared operations
  

Enhanced service delivery

• Single point of contact and ownership for all incidents
  
• Access to and management of IT and language skills to support a wide range of technologies and geographies
  
• Faster incident resolution through skills-based call routing and direct escalation to IT vendors
  
• Management of third party resolver teams
  
• Customer Value Scorecard ensuring continual improvement and alignment with evolving business requirements

Why we are different

Computacenter for your Dedicated Service Desk requirements include:

• Our customers leverage our investment in training and our rigorous employee management processes, both underpinned by our Investor in People and ISO20000 accreditations
  
• Experienced delivery, supporting more than 250,000 users across 1000 organisations annually managing 5.5 million contacts
  
• Our 'Shared Service Factory' approach in which best practises and market trends are shared across our customer base, as a lever for skill-transfer, improvement and innovation
  
• Multi-lingual, native language support
  
• leverage of our investment in best of breed technology and tool-sets underpinned by ITIL processes
  
• Recognised by Gartner Magic Quadrant for Help Desk Outsourcing, Europe, July 2010
  
• In addition to our service desk capabilities Computacenter's portfolio comprises the complete range of end user services enabling us to perform services and drive optimisations with an end-to-end view.

Where we have done it

We are working with Eversheds to accelerate its IT Service improvement programme and undertake an immediate technology transformation in a new IT managed services deal.

The firm, which is one of the largest full-service law firms in the world, outsourced its UK Service Desk, desk-side support and datacenter hosting and management to us.

"Working with an external provider will give us access to far greater resource and cutting-edge technology, which will help transform our service offering and, we believe, give us a real differentiator in the legal marketplace."
- Bryan Hughes, UK managing partner at Eversheds.