Next Generation Service Desk
User Designed IT Support
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 digitises the front end of the IT service desk, using an interactive and intuitive portal and a mobile app to ensure access anywhere, anytime.
Designed by users for users, NGSD features an intuitive interface, ‘traffic light’ dashboards, ratings and automated password resets (including Active Directory).
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
Investment in the digital workplace will only deliver a tangible return if end users are motivated and encouraged to adopt the new digital capabilities. That’s why a clear focus on the user experience and effecting cultural change is fundamental to the successful adoption of a Next Generation Service Desk solution.
We offer predictable, consistent adoption with a staged framework that leads our customers through discovery to advocacy on the journey to new ways of working.
This framework includes:
- A company-wide discovery phase to define what people need to deliver desired outcome
- Plan and deploy communications
- Identification of champions to develop the solution organically
- Measure success, customer satisfaction and adoption trends
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.
NGSD fully integrates with other service management platforms, enabling organisations to retain their system of record, or change their platform at any time. We continually invest in NGSD to develop elements such as for example biometric security and intelligent automation. This is achievable because NGSD is a multi-tenanted cloud solution.
We have digitised the front end of IT support. We’ve also re-engineered processes across our customers’ support eco-systems to ensure the user experience and business outcomes can be measured and proven.
We believe our approach is unique when it comes to end user IT support. It ensures that whatever a user is trying to do, they can fully complete the experience on the portal or via the mobile application. NGSD is multi-lingual and can be delivered from any of our locations, providing customers will full right-shoring flexibility from the start, or during their contractual term.
- User engagement channels include telephone, email, online chat and mobile App
- Our unique approach to user adoption reduces implementation effort, timescales and cost
- Has delivered proven results for our customers – users choose to use our online channels, despite still having the phone available
- Is an award-winning combination of innovative Next Generation engagement technology fully integrated with our Multi-lingual Service Desk people, processes and tooling.
- ServiceNow Gold Service Partner
Where To Next?Global Service Desk
NGSD and ServiceNow Partnership
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