PFH

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Service Desk

Be-Spoke Technical Service Desk Services. A common challenge for IT departments is the daily management and ICT customer support of numerous, constantly changing clients. When a system malfunctions, you and your employees want a solution as quickly as possible.

Peace-of-mind
We staff our Technical Helpdesk with qualified professionals trained to deliver high quality support services with optional 24/7/365 where required.

We offer a single point of contact service, Level 1 and Level 2 technical support,  self-service and off-hours, weekend and overflow support, as well as national engineer / parts dispatch.  We can be onsite with your team or work from a remote location where we combine our people, process, and remote tools to increase first-call resolution and decrease the costs associated with dispatching a field service technician.

PFH applies two approaches to your managed helpdesk service desk requirements

Managed Helpdesk  - Our People, Our Premises, Our Systems, Your SLA
We can manage your dedicated service desk services for you, saving you the time of managing service desk employees and the overhead associated with an in-house team. We support you with company-wide, consistent end-user support, centralised accountability and tracking, and SLA and metrics-based reporting.

On-Site Helpdesk  - Our People, Your Premises, Your Systems, Your SLA
PFH provides you with an assessment and implementation roadmap, as well as the staff to implement an effective service desk. A PFH manager will oversee all things related to the helpdesk, including proactive engagement management, service level agreement and metrics-based reporting, best practices-based support solutions, seamless integration to other PFH services, and an overall reduced full-time employee and management requirements.

What we do - in a nutshell:

  • Syndicated or Dedicated Helpdesk           
  • Incident management                                   
  • Problem Management                                   
  • Change Management                                   
  • Event Management                                        
  • Capacity Management

PFH follows ITIL Best Practices,  ISO Approved processes and provides Hosted Incident system, Standard systems support and Bespoke dedicated support.

Benefits

  • Syndicated or Dedicated Helpdesk
  • Incident management
  • Problem Management
  • Change Management
  • Event Management
  • Capacity Management