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Rapidly Delivering a High-Quality User Experience While Driving Down Costs

 

Pivot’s Service Desk solution addresses these challenges while relieving the support burden on overstretched IT staff. Our staff of experienced technicians specialize in the resolution of issues with mobile devices, operating systems and supported applications. Support is delivered through a scalable, reliable and predictable Service Desk that provides a single point of contact for day-to-day customer and user support requests.

FEATURES AT A GLANCE
• Level 1 and Level 2 IT Support Delivered 24×7 by Skilled Engineers
• Dedicated U.S.-based Account Team
• Toll-Free Number
• Self-Service Portal
• ITIL-Based Incident, Problem, and Change Management System
• Performance Management
• High First-Call Resolution (Target 80%)
• Remote Control Support Tools
• Call Recordings for Quality Assurance
• Knowledge Management
• Governance Focused on Key Service Metrics

Optimized User-Centric Model

 

 

 

 

 

 

 

 

 

 

ITSM Dashboards