Next Generation Service Desk

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.

Why Computacenter?

• 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 BE 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.