Service Desk

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Service-Desk

Need help? We’re here.

The first line of support of a managed service is the Service Desk. Giving our clients peace of mind that support is only a call away. Our service desk is available 24/7/365 as you would expect. This single point of contact facilitates the correct deployment of Bolido resources ensuring your requests are dealt with accordingly.

We offer a bespoke service desk to suit your business function.

If you have a large amount of users the service desk can serve as you own internal first line of support. With a per user costing model it offers a most efficient way reduce your internal IT overhead.

Our aim is to provide as much assistance as possible within this first call. Most managed service providers will only deal with rudimentary problems. Problems like lost passwords or purely just taking details of the request in order to raise a ticket. On the first call to Bolido we will raise a ticket for the request. We will then provide first and second line support (if required) in order to process your request as fast as possible. Our service desk staff are technically trained and act as an in-life technical design authority in order to remove unwanted delays moving your request or fault to other departments.

If for any reason your request cannot be fulfilled immediately we will continue to process your requirement or investigate your fault, possibly passing to third line support in case of particularly complex issues and inform you when complete by telephone and email.

Our staff will update your ticket with all actions. Each ticket update will trigger an automatic update which will be sent via email. If more information is required we will call rather than waiting for you to answer an email.

If you are unable to communicate by telephone then there is always the option of creating a ticket online. This is a simple task of sending our ticketing platform an email or by logging into the Bolido client portal and raising a new ticket with the click of a mouse button.