IT Service Desk
Give your end-users world-class support
Strengthen your enterprise and extend your IT department with our IT Service Desk solution that provides consultants and IT support to your company from strategically-located support centers. Our flexible, cost-effective services can be customized to your company's specific IT support goals and objectives. And our highly-experienced professionals will maintain your multiple, end-user environments, applications, and hardware, including the day-to-day responsibility and management of your desktop operations. Our aim is to exceed – not simply meet – your requirements, and work to increase your customer satisfaction and productivity.
Promote increased productivity and control costs
- Facilitate enhanced end-user satisfaction
- Resolve many end-user problems at the first point of contact
- Improve accountability through a single point of contact
- Get comprehensive reporting. Track your:
- IT consultants
- Internal support staff
- External partner resolution activities
Take your Help Desk to the next level with Managed Desktop Service
- Desk-side support
- Hardware break/fix
- Maintenance
- Installations, Moves, Adds, and Changes (IMACs)
Powerful Managed Desktop Service options
- Asset management
- Asset recovery
- Software distribution
- Desktop security services
- Hardware imaging and deployment
Verizon Business IT Service Desk—customizable and comprehensive
End-to-End Problem Management
At Verizon Business, we claim ownership of each call and the entire problem management process from start to finish. Our clients have one point of contact from initiation of the call to problem closure and satisfaction.
Comprehensive Support Coverage
We provide end-user support based on client requirements and desired support levels—up to 24 hours a day, 7 days a week, 365 days a year. Our clients can modify support coverage easily to reflect the strategic objectives of their organization, application releases, or new hardware deployments.
Remote Control Solutions
In order to expedite trouble shooting and repair functionality, our IT Service Desk technicians have the ability to
"remote in" to your personal computers and temporarily take control of your system in order to resolve specific IT
issues.
Highly-scalable and Customizable Solutions
Verizon Business can support multiple user groups within the enterprise or specific types of end-user problems. This enables customized service offerings and service level agreements based on specific IT support goals and objectives. Our scalable IT support desk services let you add or reduce the number of end-users as needed.
Seamless Integration with Existing Systems
Our proprietary problem management systems are easily integrated with your internal problem management systems or those of external service companies. These systems can interface with existing enterprise tools to provide data portability and reporting. This helps limit the disruption to current end-user service levels.
Flexible Pricing
Service pricing is based on specific call types and incidence rates. There is no weighted average call formula or per-seat charge. This gives our customers the flexibility to meet their specific IT support goals while helping to facilitate accurate budgeting and forecasting. You pay only for the calls placed to our IT Service Desk, rather than a flat monthly rate.
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Verizon Business IT Support Desk delivers world-class service
It’s our investment in people, infrastructure, and processes, combined with our commitment to quality and excellence in IT services, that is well regarded in the industry. We are a member of the Help Desk Institute and our IT Service Desk was ranked in the top one percent of IT help desks. Furthermore, our quality management system is ISO 9001:2000 certified.
The use of consistent, repeatable, problem management processes is one of our keys to success. These processes, combined with system integration, provide consultants with timely access to up-to-date information to resolve user problems. Commitment to quality is paramount.
Our IT Service Desk:
- Uses metrics-based performance management
- Features highly integrated management tool systems
- Provides extensive help desk training for consultants
- Anticipates customer needs
- Can be customized for your enterprise
- Features a comprehensive delivery methodology
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Industry Leadership
Verizon Business is regularly hailed as a leading provider of data center outsourcing services by top industry analysts based on our ability to execute and our completeness of vision.
Years of Experience
Verizon Business is now one of the largest IT services organizations in the U.S. and we’ve been providing data center management and data center outsourcing services for decades.
Single-source Support
Verizon Business offers a vast array of services in support of IT infrastructure management:
ISO-certified Operations Support
Our quality management system is ISO 9001:2000 certified (BVQI). In fact, we've received certification for seven consecutive years.
Hardened Data Centers
Our world-class data centers are protected from power outages and hardened against natural disasters. Business continuity features include redundancy for power and telecommunication connections.
Tri-level Security Service
We validate that all customer applications operate in a safe and reliable environment by covering three areas of security: physical, data, and network.
Accountability
Verizon Business provides direct accountability across three areas:
- Team
We provide a level of quality and continuity of account service with account service representatives at three levels.
- Terms
Our customer-accountable pricing is tied to specific customer objectives.
- Transition and Tracking
We provide service level agreements and other specific measures by which a customer can objectively evaluate performance.
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