Next Generation Service Desk
Digital Change Agents
Digitising end user support
Computacenter’s Next Generation Service Desk (NGSD) transforms and enriches IT support for users by providing a digitised consumer-like experience.The solution enables anytime, anywhere support by combining a user portal and mobile app with web chat and an extensive self-service knowledge library.
Designed by users for users, NGSD features an intuitive interface, ‘traffic light’ dashboards, ratings and automated password resets. Service desk updates are push-enabled, delivered proactively to users via the portal and mobile app.
- User engagement channels include telephone, email and online chat
- 2,500 Global Service Desk agents speaking 27 native languages
- Our Global Service Desk supports 1.2 million users across the globe
- Came joint first for customer satisfaction in UK IT outsourcing survey
- Awarded Best Managed Service Desk in 2015
NGSD builds on Computacenter’s extensive Global Service Desk capabilities to enable faster problem resolution and greater user engagement - anywhere, anytime, on any device.
Staged adoption approach
From integration and deployment to adoption and management, Computacenter has developed a range of best practice processes to ensure NGSD delivers rapid time-to-value. Our workshop-based approach helps organisations consider the technical, operational, communication and governance aspects of taking a digitised approach to user support.
Flexible and modular
Implemented as an end-to-end service desk solution by Computacenter, NGSD can be designed to align with an organisation’s workstyles and support priorities. The solution is tool agnostic, and integrates with multiple platforms.
Where To Next?Global Service Desk
NGSD and ServiceNow Partnership
Scottish National Party - Cloud