Getronics Managed Service Desk

The India of Inchinnan building, near Glasgow,
from where Getronics supports many of our
Service Desk customers.

With employees becoming ever more global and remote from fixed office locations, many companies are finding they need to change the way in which support services are provided to users. Getronics can provide its customers and users with a global support service, delivered on a basis of standardised best practices with full accountability.

Getronics provides Managed Service Desk to customers requiring a low cost, high quality, multi-lingual and 24*7 service.

Getronics Managed Service Desk provides a Single Point of Contact to our customers, enabling direct access to the full breadth of our services.

We employ a best of breed toolset that enables the Service Desk to resolve the majority of incidents at the first point of contact. The Service Desk takes ownership of all incident management to provide an end-to-end service for all support requirements including responsibility for customer satisfaction. Getronics provide Managed service desk from on-shore, near shore and offshore Global Service Centres, enabling us to meet our customers’ requirements on quality, cost and availability.

In the UK our main Service Desk is located in Glasgow and is one of the 3 Global Service Centres, the others being located in Hungary and Malaysia. Through the Getronics Workspace Alliance, additional service centres give us a truly global reach.

Getronics Service Desks achieve high first time fix rates and user satisfaction, delivering reduced service cost over time to our customers, through an extensive investment in processes, knowledgebase and agent training.

Services can be provided from individual centres, or can be blended across multiple centres supported by the use of Getronics' Service Management toolset, which includes a Self-Service Portal, Knowledge Base and Password Reset solution. The use of the Getronics’ toolset and Cisco IPCC, for Communication Services, enables Service Desk delivery to be seamless and consistent, irrespective of the location used. Within each Global Service Centre services can be provided as either a dedicated Service Desk or a shared Service Desk with other Getronics customers.

Global Service Centres & Getronics Workspace Alliance give both consistent service and Global reach. The quality of Getronics Managed Service Desk can be demonstrated through the ISO20000 accreditation with all processes compliant with ITILv3 best practices.

Getronics have enhanced our service by introducing Service-Now, a new, innovative and user friendly management tool for our integrated ICT Services worldwide. Service-Now, which is based on ITIL v3 Web 2.0 technology is a SaaS (Software as a Service) solution and is available from the Getronics Cloud. This provides all users with an ‘always up-to-date system’. A web based portal gives customers real-time access to all ICT services, including dashboard and reporting tools. Service-Now is fully aligned with the Global Service Delivery Model, which enables consistent and high quality delivery of ICT services for all our national and international customers.