Enterprise Service Desk

Still utilising fully customisable online platforms, SLA’s and workflows, as part of the Enterprise Service Desk we can provide on-site resources, or help you build and structure your own internal IT team and processes. This solution offers full scalability, onsite cover and customisation, and you can choose your own helpdesk support software if required.

What we deliver

Adaptable

Adaptable

You can customise every level of the service –  SLA’s, workflows and touchpoints. We can also work with your software of choice, if required.

Onsite

Onsite

Enterprise Service Desk offers the ability to have a fully onsite helpdesk function, managed by us, to support your users.

Integration

Integration

This solution will connect seamlessly with your internal processes and systems.

Consultative

Consultative

Using our Intrepid Support Implementation Framework, and our expert IT specialists, we can help you build the systems, team and processes your business needs.

Future Planning

Future Planning

You’ll have access to an Infrastructure Architect to  help you develop a strategic roadmap for your IT infrastructure to help your business succeed.

Case Study

As the advanced analytics, data science and visualisation division of a global top tier consulting firm, our client uses advanced analytics to enable organisations to harness data to improve organisational performance outcomes.

Context

Strains were already appearing in the IT infrastructure and Support areas of the Client’s business due to rapid expansion of the business. This was compounded by new ownership by a global management consulting firm which required higher technical standards for integration with its infrastructure which were not yet met. As a result, the Client needed to fast-track the build out of a best-in-class IT Desktop and Infrastructure Support capabilities. With their focus on expanding the core areas of their business, the Client did not have the time or resources to build out the required IT capabilities in-house.  

Solution

Intrepid delivered a customised Enterprise Service Desk solution which provided the Client with an immediate, highly qualified, onsite IT Support team to fully meet the Client’s existing IT requirements and make improvements to the infrastructure and processes to comply with the strict new ISO27001 requirements. This included provision of a custom SLA driven Service Desk, single sign-on solution, identity and access management system, provision of an enterprise patch management system (for Mac, Windows and Linux), Qualys procurement and configuration, high performance in house server hardware procurement, installation and monitoring, and VMWare server installation while collaborating on a daily basis with the Client towards ISO27001 Certification. Intrepid also developed a complete package of processes and procedures relating to the Client’s IT requirements which will enable the Client to take the department in-house.

Value Delivered

The Client was quickly provided with and able to rely on best in class IT Support so they could focus on the rapid global expansion of its core business.

 

 

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