Global Service Desk A cost-effective way to reduce the complexity of your IT organization while delivering improved service levels to your end users and enhancing their productivity.


All-in-One Support Center!

MotivIT's enhanced Global Service Desk provides round-the-clock coverage to support users with a single point of contact for all IT incidents. Our Global Service Desk integrates people, products, and processes for high first-contact resolution, improved end-user productivity and optimal service quality.

We ensure that users receive helpful tiered support with their technology and processes that are per industry standards and best practices by skilled and trained agents.

Providing solution experts with a wide range of expertise, equipped with up-to-date IT knowledge base (KB), solving any issues methodologically by adhering to Standard Operating Procedures (SOP) and Standard Working Instructions (SWI) developed from our comprehensive experience in the IT industry.

Why MotivIT’s 24/7 GSD

  • The service desk acts as your single point of contact for all IT issues
  • Direct access to an available pool of experts anytime, anywhere
  • Consistent and predictable cost structure for support issues

What Is Covered

  • Break/fix, configuration issues, higher levels of troubleshooting, software installations, hardware fault diagnosis (remote and coordinating on-site support) by Tier 1 agents
  • Tier 2 agents handle server-side tasks
  • Tier 3 agents are Subject Matter Experts on systems, servers, database administration and other advanced IT topics while assisting with escalations from lower tiered incidents

Our Service Commitment

  • To provide cost effective IT support that does not compromise on service delivery and quality
  • We can customize plans to work with your budget and needs
  • Fixed monthly fees ensure you are not charged for every incident or alert

Through our custom MotivIT ONE platform, clients will have exclusive insight into their IT operational performance and will be able to spend more time focusing on the business instead of solving break/fix issues as they arise.

Business Day

9 AM to 5 PM local timezones (Pacific Standard Time - PST, China Standard Time - CST). Calls are answered and supported by our Global Service Desk (GSD)

After Hours

6 PM to 8 AM weekdays and
24/7 weekend support provided by our Network Operations Center (NOC)

24×7 Support

For mission-critical support,
we can deliver up to 24/7 comprehensive support round-the-clock delivered by our GSD and NOC teams

Ticketing System

MotivIT operates a highly customized ticketing system that is accessible 24/7 which collects all customer support requests in a centralized location

A Partner that Provides Round the Clock Support to Users All Over the World

We believe the Service Desk should be more than a resource for solving problems - it should be a hotbed of innovation. Companies around the world have reaped massive productivity gains due to consistent improvements in information technology over the past decades. GSD is a cost-effective way to reduce the complexity of your IT organization while delivering improved service levels to your end users and enhancing their productivity.

We Strive Tirelessly to Improve the Way You Work

MotivIT understands the service desk function is not just about people logging incidents. So when you outsource with us, you aren't just getting a partner who will provide round the clock support to users all over the world, but one who will strive tirelessly to improve the way they work. Our Global Service Desk integrates people, products, and processes for speedy incident resolution, improved end-user productivity, and optimal service quality.

GSD Tiered Service Delivery

Utilizing a tiered-based service delivery approach is a proven and cost-effective way to reduce the complexity of your IT organization while continuing to deliver improved service levels to your end users and enhancing overall business productivity.

Tier 1 Enterprise Helpdesk Support

  • Filters helpdesk calls and provides basic support and troubleshooting ex. password resets, printer configurations, break/fix instructions
  • Gathers all information from the end user, analyzes it and determines the best solution for the problem
  • Relies extensively upon existing knowledge base and documented solutions by Tier 2 & 3 technicians
  • Typically handles 80% of incoming incidents
  • May require escalations to Tier 2

Tier 2 Enterprise Helpdesk Support

  • Generally handles break/fix, configuration issues, higher levels of troubleshooting, software installations, hardware fault diagnosis (remote and coordinating on-site support)
  • Tier 2 technicians support incidents that Tier 1 are not equipped to handle
  • Typically handles 40% of incoming incidents
  • May require escalations to Tier 3

Tier 3 Systems Admin & Network Support

  • Performs system administration, troubleshooting, configuration, database administration and repairs for servers, network and other IT infrastructure related issues
  • Conducts research and implements solutions for new issues
  • Documents fixes into knowledge base for Tier 1 and Tier 2

Escalation Path

We ensure to resolve your issues and requests right away to improve your overall business productivity. Escalation of tasks 24/7 to a higher tiered agent is never impossible with MotivIT's Management Chain.




Solution Overview

We offer three simple plans that will meet your challenges and requirements:

 
BASIC

< 10 Users/ Devices

SMB

< 250 Users/Devices

Our most popular plan!

ENT

> 250 Users/Devices

24/7 Remote Monitoring & Management All devices (servers, firewalls, routers, end user workstations) are continuously monitored and managed for top performance.
Support Hotline Access to live dispatch agents during business hours for prompt assistance in support coordination and general inquiries.
24/5 Afterhours Support Fielding of Tier 1 support incidents by the Network Operations Center during non-business hours.
24/7 Support Round-the-clock Tier 1 support incidents by the Network Operations Center including weekends and holidays.
Quarterly Business Reviews Assessment of the current state of IT vs established objectives and continue to work on successfully achieving those goals.
Monthly Reports Obtain operational insight into your IT performance through useful metrics in dashboards all accessible by our custom client portal.
Real-time Triage & Resolution Live GSD & NOC agents assess incoming incidents in real-time & in most instances are able to resolve the problem right away.
Knowledge Base System for storing and updating client support processes and procedures, workflows and documentation.
External Escalations To escalate and follow-up on incidents with 3rd parties externally such as ISPs, hardware and software vendors for complete troubleshooting and resolution.
IT Process Automation & Customization Utilize standard NOC runbook automation procedures and customize suitable incident management processes to fully support client environment requirements.
Root Cause Analysis Perform post-mortem of critical incidents to generate root cause analysis and corrective actions.
Client Endpoint Protection Integrated security defense layer to respond, mitigate and if necessary recover against viruses, malware and spyware threats.
Patch Management Automated deployment of critical patches and service packs as well as device firmware and operating system updates.
IT Single Point of Contact Clients are assigned teams building familiarity with your people, processes and systems which keeps getting better with time.
Self-Service Support Portal All IT incidents are recorded and tracked until resolution in a coordinated manner by a ticketing system.
Dedicated Client Portal A platform where Client IT performance can be monitored with shareable digital files & information stored for authorized users access only. Clients can also generate monthly reports in a pdf format.
Unlimited Remote Support Fielding of Tier 1/2/3 support incidents by the Global Service Desk during business hours. Break/fixes, administrative tasks and software changes and installations as needed. All other tasks considered as “out of scope” and will be quoted accordingly.

Response Time
Resolution Time (subject to nature of issue)

1 hour
Same day

30 mins
< 4 hrs

15 mins
< 1 hr
Global Onsite Support

Available on per call basis, US and APAC region
Response Time

Standard rates
Next business day

Preferred rates
< 8 hrs

Preferred rates
4 hrs
Not sure what you need?
Talk to us and find out which service perfectly suits your business needs!





Global Service Desk: All-in-One Support Center! A cost-effective way to reduce the complexity of your IT organization while delivering improved service levels to your end-users and enhancing their productivity.Download Sales Sheet

MotivIT’s enhanced Global Service Desk provides round-the-clock coverage to support users with a single point of contact for all IT incidents. Our Global Service Desk integrates people, products, and processes for high first-contact resolution, improved end-user productivity, and optimal service quality. We ensure that users receive helpful tiered support with their technology and processes that are per industry standards and best practices by skilled and trained agents.Providing solution experts with a wide range of expertise, equipped with up-to-date IT knowledge base (KB), solving any issues methodologically by adhering to Standard Operating Procedures (SOP) and Standard Working Instructions (SWI) developed from our comprehensive experience in the IT industry.

A Partner that Provides Round the Clock Support to Users All Over the World. We believe the Service Desk should be more than a resource for solving problems – it should be a hotbed of innovation. Companies around the world have reaped massive productivity gains due to consistent improvements in information technology over the past decades. GSD is a cost-effective way to reduce the complexity of your IT organization while delivering improved service levels to your end-users and enhancing their productivity.

We Strive Tirelessly to Improve the Way You Work. MotivIT understands the service desk function is not just about people logging incidents. So when you outsource with us, you aren’t just getting a partner who will provide round the clock support to users all over the world, but one who will strive tirelessly to improve the way they work. Our Global Service Desk integrates people, products, and processes for speedy incident resolution, improved end-user productivity, and optimal service quality.