Service Desk
Most IT managed services or help desk providers simply aim to fix problems. We aim to deliver an outstanding experience—every time.
Date : March 14, 2016

West Monroe Partners offers cost-effective, flexible, and focused IT service desk support designed specifically for the needs of growing middle-market enterprises. Our blend of technology, business, and industry expertise is uniquely suited to the regulatory and other complexities of today’s fast-evolving marketplace.

Meeting high expectations

Your technology users have high expectations when they call your IT service desk: fast diagnosis, clear communication, efficient resolution— and also a great attitude. That’s because their expectations are set by the best-in-class service organizations with which they interact today, from banks to retailers and more.

Many organizations struggle to meet these lofty expectations due to:

  • The cost of maintaining a 24/7 service desk
  • High staff turnover
  • Time spent resolving issues rather than finding ways to prevent them
  • Strategic priorities that demand focus on other areas

We can help—with a distinctive IT service desk approach that puts the emphasis on service.

Grounded in great service

The West Monroe difference starts with the people we choose to staff our IT service desk: People with the deep and current technology skills to solve nearly any problem—but also empathy and a passion to resolve issues. People with the business acumen to assess each situation, understand what’s needed for fast resolution, and communicate clearly and effectively.

Our 24/7 service desk provides:

  • Remote service for troubleshooting issues involving common operating systems, Microsoft Office, e-mail, mobile devices, and other software
  • Documented ITIL-based processes utilized by all resolution teams
  • Dispatch or dedicated on-site support as needed
  • Proactive management for workstations and mobile devices
  • Monthly reporting on service desk ticket statistics and trends to facilitate analysis and prevention

Last but not least, we equip our service desk with the tools and capabilities that enable outstanding service:

  • IT service management best practices
  • Best-of-breed service delivery tools and monitoring capabilities that enable us to react to a potential issue before it affects your business

That’s business in the right direction.

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