Out of Hours Service Desk
Within all organisations there is an ongoing “tug of war” between the requirement to provide support to the user community, including escalation support in the event of Major Incidents and the significant cost of providing these services outside of core hours. To this end, Pink Elephant is pleased to introduce a simple solution, offering a dedicated or shared, Out of Hours Service Desk at less than the cost of your core hour Service Desk Analysts.
Based out of our Johannesburg offices, where a purpose-built Service Centre currently provides 24*7*365 support to our South African and offshore customer base, Pink Elephant has subdivided the floor space to allow companies of all sizes to experience superior customer service.
Out of Hours Service Desk support can be provided on either a shared or dedicated basis overnight, on Bank Holidays and over weekends, allowing your support teams to take the rest they deserve. The service will be configured to meet your requirements and to provide your customers with access to a Service Desk Analyst to assist with the issue whatever the time of day. The shared service offers English language as standard and other languages can be supported on a dedicated basis.
As you would expect from Pink Elephant, this Out of Hours Service Desk service is built on ITIL® and SDI best practices and using your current ITSM technology, or our in-house Cherwell Service Management instance, our Service Desk Analysts will log, troubleshoot and, where applicable, resolve your customers’ issue through a walk through or remote access using integrated Bomgar secure remote support. Detailed reports of out of hours’ activity are then forwarded to your morning shift to deal with as necessary.
As our team become more familiar, or with a solid assignment model from you, our Service Desk Analysts can also be deployed on a shorter term to assist with backlog management or as an overflow capacity during normal operating hours as you optimise your team sizing against available budgets.