Industry solutions
Service Desk
Your employees get help when they need it
One phone call, one email, one message, one click. That’s all it takes for your employees to get the help they need. And that’s all it takes for you to improve service in your IT environment. Our service desk is open 24 hours a day, seven days a week, 365 days a year and provides customer request management, problem tracking and help desk services. Our certified, knowledgeable agents use the best technology and practices to identify requests or problems and respond quickly and professionally.
- Reduce in-house training costs
- Provide a better desktop experience for your users
- Obtain fast, courteous and efficient service from a trusted source
Key Features and Benefits
Understand and control your IT costs while providing better overall IT service quality. You can focus on your business – TELUS will provide the service and support to improve the productivity of your end-users.
- Proactive approach to eliminate repeat problems
- Service levels to measure and improve service
- Follow-up to ensure customer satisfaction of incident resolution
TELUS Service Desk provides the technology, the expertise and the people to deliver the IT support that your employees and customers need. Calls are automatically routed to the right people, with the right skills and remote management tools to resolve them quickly. Service Desk responsibilities include:
- Incident detection and recording
- Incident classification and initial support
- Investigation and diagnosis
- Resolution and recovery
- Incident closure
- Incident ownership, monitoring, tracking and communication
Service Desk Tier 1 Operations
- Incidents tracked through to completion
- Engage and manage your 3rd party providers
- Incident escalation as required
- Complaint management
- Quality Assurance
Remote Tier II Operations
- Remote desktop takeover
- Desktop support -
Windows 98, NT, 2000, XP - Level 2 troubleshooting
- Virus response and remediation
- Network LAN / WAN
- Security
- Server support – Windows, Unix, Linux
- Desktop applications
- Customized applications
- Mainframe
- NetBackup
- Database
Unified Communications
This TELUS solution is...
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TELUS Service Desk
(125 KB, PDF)