Help Desk Services

Certified in Help Desk Management

The purpose of a Help Desk is to manage and troubleshoot incidents as quickly as possible. It is necessary for any organization to have a point of contact between IT personnel and users for handling user issues, incidents, and service requests. The Help Desk should be implemented using three levels of support.

BASIS provides front line support for distributed computer applications. Our help desk specialists provide expeditious solutions to client inquiries while maintaining detailed problem logs. We route calls to the right person to ensure customers get the right solution in a timely manner. Our help desk specialists are required to have excellent communication skills, both oral and written. They review and write documentation and provide customer/client care solutions, especially for customers who have never been trained on a system they may have inherited.

ITIL IT Service Management

The Information Technology Infrastructure Library (ITIL) is a set of concepts and techniques for managing information technology infrastructure, development, and operations. The ITIL defines the Service Desk (a form of which is known as Help Desk) as a primary capability called for in Information Technology Service Management (ITSM). ITSM focuses on providing a framework for structuring the interactions between IT personnel and users.

BASIS closely follows the ITSM framework for our Help Desk services. We believe that using a methodology is key to maintaining the highest quality of service and support.

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