Support Services and Service Desk

Idea Teknoloji aims to carry its innovative, creative and high value added product, solution and services ,which are offered with "Unconditional Customer Satisfaction", by supporting all processes of ITIL, offering necessary infrastructure and meeting its customers' developing and varying needs at the serving and supporting services. By Support and Servicing Desk Services, the following essentials are created and implemented,

  • Increased service quality and more secure corporate support
  • Ability to see IT capabilities clearly
  • Understanding customer needs accurately and creating and sustaining customer satisfaction by accurate service and support
  • Increase in security, quickness and accessibility of service phases
  • Increasing accessibility on IT services
  • Guarantee to offer services that meets customer, last user and business needs
  • Management of expectations, improving communication between customer and business lines and determining responsibilities and roles of persons who take place at rendering services.
  • A connection to ITIL based Service Desk can be established by different communication channels. It can be requested by various resources as E-mail, web interfaces, Telephone. Requests are prioritized according to different parameters.
  • Taking preventive / corrective measures and presenting statistical reports about rendered service to our customers that we render service via Service Desk infrastructure
  • Gathering hardware inventory of the projects in single center and keeping it up to date by periodic controls
  • Keeping and monitoring software inventory and release histories in the projects
  • Tracking all system and user problems that reach to service desk by gathering them in single database, intervening in a short time if it is faced with same problem again by creating a data bank, measuring service levels and reporting them for the purpose of presenting them to top management
  • Tracking and conveying the problems to upper level if they cannot be resolved at the first and second level
  • Tracking and gathering Modification, Version and Configuration information in single center
  • Continuous monitoring and reporting