GEMS SERVICES SUPPORT PROGRAM
Todays modern Service Desk is much more than traditional End User Support. The Service Desk must now support a wide range of users, devices, and requirements along with sophisticated internal operations and omplex IT needs.
The range and depth of experience and knowledge required of Service Desk personnel in rapidly emerging IT environments adds additional challenges to your Human Resources model. Qualified, certified and experienced IT support staff can be difficult to find and even more difficult to retain.
This is why GCSIT developed the GEMS Service Support Program. The GEMS Services Support Program is designed to function as a Single Point of Contact for your end users and your internal IT Resources.
Your GCSIT support team is much more than a traditional Level 1 Managed Service Provider (MSP). GCSIT’s Call Management professionals have extensive subject expertise and problem resolution skills. We pair this frontline support approach with dedicated Tier 2/Tier 3 escalation options. This means that your Service Desk is now able to resolve complex issues more quickly as well as assist your IT engineering and technical teams.
Built upon a solid ITIL-based foundation, the GEMS Services Support Program model ensures ownership of your service requests as they move from incident to resolution. This model includes multi-level support, issue organization and logging, incident tracking and escalation, incident resolution and problem management.
GCSIT’s carefully-crafted approach to delivering Service Desk operations is built upon our understanding of your organization’s people, processes, and technology. Through this, GCSIT provides consistent service levels that meet your needs and expectations and ensure greater predictability, human resource resilience, and service management excellence ̶ all while remaining more cost effective than traditional options.