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Home Services Manage And Transform Service Desk Shared Service Desk

Shared Service Desk

Computacenter's Shared Service Desk solutions give customers access to a highly-skilled, multi-lingual pool of support staff for reporting incidents, raising service requests and resolving technical queries via a single point of contact

A service component of our Service Desk solution.

What we do

Out-tasking the call handling and problem resolution function delivered by IT Service Desks is becoming common practice. The challenge is to find an IT services partner that will deliver a consistent, high quality service with a clear focus on the end-user experience at a competitive price.

Computacenter's shared service desk services leverage our industry-leading tools, process and technical resources to give our clients the support they need when they need it. Our service centres offer 24x7 multi-lingual support and are focused on delivering consistent Response, Incident and Request Management services following standard processes and using standard tools.

With over 1,800 agents we have a comprehensive knowledge base at our disposal to resolve incidents in a timely, technically sound manner. We handle over 5.5 million calls per year, and using our PASS12T methodology, we are committed to identifying the root cause of incidents to prevent problems recurring.

We currently offer 18 languages with native language support for the top European and Asian languages through our investment in in-country, near-shore and offshore service centres.

How it helps

Computacenter's shared Service Desk services enable organisations to minimise the costly overhead of identifying, retaining and training skilled IT resources

Reduced costs

• Ongoing cost reduction of incident resolution through the implementation of Computacenter's innovative PASS12T methodology
  
• Use of the right level of operative in a combined resources model
  
• Ability to mix on-site, on-shore, near-shore and off-shore resources to suit the cost and language requirements
  
• Our investment in tools, processes and locations providing efficient cost effective services
  

Enhanced Service delivery

• 1,800 agents with vast experience gained through delivery of service to multiple organisations using a wide range of technology
  
• Multi-lingual and native speaking agents
  
• Single point of contact and ownership
  
• Faster incident resolution through skills-based call routing
  
• Management of third party resolver teams
  
• Customer Value Scorecard ensuring continual improvement and alignment with evolving business requirements

Why we are different

Benefits of utilising Computacenter's shared services for your Service Desk requirements include:

• Our customers leverage our investment in training and our rigorous employee management processes, both underpinned by our Investor in People and ISO20000 accreditations
  
• Experienced delivery, supporting more than 250,000 users across 1000 organisations annually managing 5.5 million contacts.
  
• Our "Shared Service Factory" approach in which best practises and market trends are shared across our customer base, as a lever for skill-transfer, improvement and innovation
  
• Multi-lingual, native language support
  
• Leverage of our investment in best of breed technology and tool-sets underpinned by ITIL processes
  
• Recognised by Gartner Magic Quadrant for Help Desk Outsourcing, Europe, July 2010
  
• In addition to our service desk capabilities Computacenter's portfolio comprises the complete range of end user services enabling us to perform services and drive optimisations with an end-to-end view.

Where we have done it

"Clients praised Computacenter's ability to manage SLAs and incidents, and its reliable service delivery. They also value Computacenter's willingness to evaluate the potential to continuously improve help desk performance and its focus on multi-language service delivery."
- Gartner, Magic Quadrant for Help Desk Outsourcing, Europe, July 2010