Support teams and services for Tier 0 and Tier 1 support on a 24/7 basis.
CenturyLink Enterprise Service Desk provides the capability to deliver a standard, multi-tiered, end user computing support structure encompassing Level 0 (self-service portal based) and Level 1 (service desk analyst) support teams and services.
The service provides 24 x 7 x 365 end user IT support to business end users and to IT management users. CenturyLink utilises a "follow the sun" model in performing Enterprise Service Desk functions and integrates into other CenturyLink services to provide a complete service desk offering.
A choice of three service levels are available:
Multi lingual support available covering English, Spanish, French, Portuguese, German, Polish, and Italian.
Knowledge base support enabling self-service users to search for frequently asked questions and answers specific to the applications and software most common within their organisation.
Regular surveys solicit feedback from users of the Service Desk, and is used to help identify any key areas for improvement.
Ideal for clients who don’t possess the internal expertise to support Tier 0 and Tier 1 service enquiries.
Provides a support solution for clients selling into multiple geographies but lacking multi-lingual support personnel.
SLA varies depending on service level being utilised.