Service Helpdesk

Stephens IT Solutions provide a 24 / 7 / 365 service desk to provide a single resource to record and resolve your IT issues, minimising disruption to your wider business operation.

When managing an IT service, providing a prompt response and resolution is critical to ensure the end-user can continue to work effectively. At Stephens IT, we provide a central, unified resource with professional technicians which helps us to overcome the issues faced by internal service desks, such as:

  • Ownership and accountability
  • Insufficient understanding of user issue
  • Resource of technical understanding
  • Lack of process and standards
  • Reactive rather than proactive

Our Process

Our helpdesk process ensures our customers are informed at every key stage of the issue and resolution. Upon a case being opened and reported, our 1st Line Helpdesk team will take all the appropriate information from the user and log the call into our internal system. The issue is then instantly reviewed by our 1st/2nd Line teams to identify and diagnose the cause of the issue. For the majority of issues, our 2nd Line Remote Services team are able to remotely respond and resolve issues, directly on user workstations via our remote access software. Of course, if an engineering response is required, our allocations team will then book a 3rd Line engineer to attend the customer site within the SLA. Having a focused and responsive helpdesk team, that are SLA driven, enables our customers to receive a prompt, well-managed response when reporting an issue, something that we feel isn’t always dealt with correctly by many providers.