Service desk services that meet your company needs and answer the needs of your end users. 

Our service desk solutions can be provided as a managed services delivery, a (remote) centralised service desk, or through staffing of experienced analysts to complement your team. For clients looking for centralised service desk support, CTG’s Application Advantage™ solution offers a flexible suite of IT and application support solutions with experienced CTG analysts who provide improved “first line of defence” incident and request resolution and have the expertise necessary to improve first call resolution (FCR) and decrease call abandonment.

THAT’S WHY CTG offers Service Desk solutions

We focus on what is important for you, at whatever level of responsibility and complexity, whether that is availability of your call agents, customer perception of the service desk, increase of the first call resolution rate or the implementation of service level management.

  • Performance

    Better Incident and Request Resolution

  • Risk

    Expertise

  • Operations

    Improved First Call Resolution

  • Advantage/Strategy

    Decrease Call Abandonment

  • Safety

    SLA driven

  • Security

    ITILv3 / ITIL4 compliant

CTG'S SERVICE DESK SOLUTION

As a general approach for a Service Desk engagement, we use CTG’s General Framework Approach. Our approach results in disciplined and well-understood processes that incorporate effective customer activities and any methods or tools that improve the process.

  • Process

    Managed Staffing

    Within the client environment, CTG can reinforce or staff the service desk team based on function profiles and a guaranteed staffing of a required number of seats. We can provide a team leader if requested. The client keeps the responsibility of the incident management process. 

  • Cloud Migration

    Managed Service Desk Service

    CTG brings a team in place at the client site and assumes the responsibility of the service desk processes. A service level agreement is put in place between CTG and the client. CTG will present the performance results of the service desk to the management of the client on a monthly basis.

  • Analytics

    CTG Centralised Service Desk Service

    CTG offers near-shore service desk services from our Luxembourg offices. This centralised service desk can offer multilingual support in extended business hours to 24/7 if required.

The CTG partner network is built to combine today’s leading technologies with CTG’s digital transformation IT solutions and services to accelerate our clients’ transformation initiatives.

Given the accelerated pace at which new technologies emerge and the specialized and evolving needs of our clients, it’s essential that we leverage industry partnerships to amplify the value we provide to clients.

Our strong partner network provides clients with even greater speed, adaptability, and confidence that their IT and digital transformation initiatives will be powered by the technologies, skills, methodologies, and industry experience necessary to achieve their desired business, technology, and operational outcomes.

Let’s discuss

How CTG can help you achieve your desired business outcomes through digital transformation.

Send us a short message by completing the contact form and we’ll respond as soon as possible, or call us directly.

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