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Enterprise Service Desk   

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:

Standard:

  • 24x7 support.
  • Basic SLA.
  • English language support only.

Advanced:

  • 24x7 support plus resolution.
  • Enhanced SLA.
  • English language support only.
  • Unique telephone number.

Enterprise:

  • Provides the same levels of support as the advanced package and is intended for clients requiring support for seats over 7,500 and additional languages.
  • Enterprise Service Desk requires the inclusion of the CenturyLink Service Management service.

Eigenschaften

  • 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.


Fallstudien

  • 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.


Service-Level-Agreement

SLA varies depending on service level being utilised.


service guide

category

Managed Hosting

geographic availability

Australia, Canada, China, Germany, Hong Kong, India, Japan, Singapore, United Kingdom, United States