Getronics Managed Service Desk
The Service Desk Challenge
Delivering Service Desk support, providing incident management and meeting user demands effectively can be costly and resource intensive for many organisations. The challenges multiply when operations span multiple countries, time-zones and language requirements. With employees travelling globally and increasingly working remotely or from alternating office locations, organisations are finding they need to change the way in which support services are provided to their users.
The Getronics Solution
Getronics provides a Global Managed Service Desk delivering a low cost, high quality, multi-lingual 24x7x365 service with a single point of contact, enabling direct access to the full breadth of our services.
- 4 Global Service Centres – UK, Hungary, Germany and Malaysia
- Provide 1st, 2nd, and 3rd line support either on a dedicated or shared service desk
- Over 500 Getronics Service Desk agents
- 24x7x365 multilingual support covering 20 languages
- 1.8M tickets received each year
‘Best Shore’: Onshore vs. Offshore
Getronics provides a 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. There are 4 Getronics Global Service Centres, located in the UK, Hungary, Germany and Malaysia employing over 500 agents. While through the Getronics Workspace Alliance, approximately 60 additional Service Centres give us a truly global reach, with 3,700 agents.
Our Global Service Desk near Glasgow, Scotland
Our Global Service Desk in Kuala Lumpur, Malaysia
Our Global Service Desk in Berlin, Germany
Our Global Service Desk in Budapest, Hungary
Global Best Practice
Getronics’ Global Service Centres and the Getronics Workspace Alliance give both consistent service and global reach. All processes are compliant with ITILv3 best practice and we employ a best of breed toolset that enables the Service Desk to resolve the majority of incidents at the first point of contact. Getronics’ Service Desks achieve high first time fix rates and end-user satisfaction scores through an extensive investment in processes, knowledgebase and agent training.
Getronics has enhanced our service by introducing ServiceNow, a best in class, innovative end user-friendly management tool for our integrated ICT Services worldwide. ServiceNow, based on ITILv3 methodology and using Web 2.0 technology, is a Software as a Service (SaaS) solution and is available from the Getronics Cloud via any device with internet connectivity.
Through Service-Now, Service Desk users receive access to a self-service portal which allows them to perform self-resolution, log an incident and request fulfilment. Users can track their own incidents through to resolution. The Service-Now dashboard will give customer management team’s access to real time performance reports and enable them to create bespoke reports.
Getronics’ Global Service Centres work with a wide range of clients in both the public and private sector, ranging from small to medium businesses up to global enterprises. We have long standing relationships with many of our customers, often spanning in excess of 10-15 years. Our best in class customer services are reflected in our consistently high customer satisfaction scores.
Main Service Desks of GWA partners
Getronics Global Service Centres
“[The Getronics] Service Desk is second to none, due to the experienced staff, in depth knowledge of our business and excellent relationships with us. ”
Network / Infrastructure Manager,
“Our relationship with Getronics is very good, they are very committed in continuously improving the quality of services.”
Ditte Juriens, Head Global
Delivery Control, ING