Services|09
Service Desk
A service desk people will actually call, because the answer comes from someone who knows the setup.
The desk is the front door of managed support, not a separate theatre. One number, one mailbox, and a record of what was said last time so the next person does not start from nothing.
We answer on the plan you are on. The clock is published. If the fault is in a system we run, it is ours. If it belongs to a line, a till vendor or a campus platform, we say so and stay on the call until that line is clear.
AI sits behind the desk, not in front of the caller. It drafts the note and finds the last incident. A person still speaks.
What that includes
- One place to reach us, by phone or mail
- A record of the last incident, so you do not repeat yourself
- The clock from Core, Growth or Performance
- Escalation written down, including when a vendor is the real owner
- A short note after the call, not a ticket number and silence
Questions
Is the desk a different company from the engineers?
No. One place to call, and the person who answers can see the estate. You should not have to explain the firm from the start of every call.
What if the fault belongs to a vendor?
We say so, and we stay on it until that line is clear. A ticket number and silence is not an answer.
Does a person still pick up?
Yes. AI drafts the note and finds the last incident. A person speaks.
Sectors this serves