Global Service Desk

GLOBAL SUPPORT 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.

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.

Global Support Desk Worldwide

We Improve the Way you Work

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

When most people think of a global service desk, they think it can only be used for international companies. However, the term itself just means that no matter where you are in the world, you get the same services as traditional desks can provide.

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

Discover our technology-based solutions and innovative support for your business!

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.