Automação Service Desk

Automação Service Desk

Service Desk on SimpleOne platform is a system for automation of accounting and processing of IT service users' requests.
Create a single point of contact for IT service-related issues and improve the quality of customer support delivery.

Service Desk capabilities

  • Automating the reception of requests

    Applying to the Service Desk via omnichannel communication environment (self-service portal, phone, email, messengers).

  • Automating call handling

    Classification, prioritization and escalation of calls. Possibility to create requests on the basis of user messages. Transfer of requests to the 2nd support line and other specialized departments

  • Mass Notification Automation

    Promptly inform IT service consumers about incidents affecting many users, about routine and urgent maintenance, about changes in the functionality of the services provided, about the launch of new IT services.

  • Service Availability Monitoring

    Operational monitoring of the current state of IT services for the purpose of early detection of infrastructure incidents.

Effect of Service Desk implementation


Increased productivity and satisfaction of technical support specialists by automating manual operations;
Improved quality and speed of call handling through centralized recording, control and compliance with target standards;
Increased customer satisfaction with IT services by providing a systematic approach to building communications.

Benefits of the solution


Uncluttered interface
The system interface is not cluttered with options that are not directly related to solving the customer’s problem.
Rapid Deployment
Preconfigured processes with best practices from SimpleOne significantly accelerate solution deployment.
Use from different devices
Thanks to the adaptive interface, the system can be used not only from personal computers and laptops, but also from mobile devices.
Integration with messengers
Thanks to integration with popular messengers, you can submit requests and process applications via Telegram, Slack, etc.

Integration with other applications

Service Desk from SimpleOne can be integrated with any software: collaboration systems, ERP-systems, virtualization environments, etc., as well as popular messengers.


Service Desk is not just for IT
Use Service Desk to receive requests related not only to the IT department, but also to other company departments (personnel requests, legal, procurement procedures, etc.), thus creating a unified corporate ESM-system with a centralized Service Desk
.

Other SimpleOne solutions

ITSM SYSTEM (IT SERVICE MANAGEMENT)
IT process automation system in accordance with ITIL best practices
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ITAM (IT ASSET MANAGEMENT)
System of accounting and work with the company's IT assets
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ESM-platform
Modern designer allowing to automate business processes in service units in accordance with the ESM concept
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Do you have any questions?
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