Service Desk

When customer service is the priority

The moment your customer logs a support call with your help desk software it is vital that great customer service is the priority. If their experience is not a good one, the impact this can have on other areas of your business is significant.

We understand how important the Service Desk is on all areas of the business, and so we have created a range of services within Sunrise ITSM that are designed to ensure that your Service Desk agents have the information they need, when they need it.

Using Sunrise ITSM

Many of our customers have taken advantage of the services available to control and manage their IT Operations, one of those customers is INPS who uses Sunrise’s Configuration Management functionality to track the numerous services that it supports. Thanks to Sunrise ITSM, INPS know exactly which customers are connected to the different systems they have in place and how they are using the various services, enabling them to target any changes swiftly and accurately.

What’s Included?

Within Sunrise ITSM, the following Service Desk services are available:

Incident Management

Speed up Incident classification, increase your first call resolution or escalate complex issues to resolver teams with the help of Sunrise Incident Management.

Request Fulfilment

Fulfil your service requests with our integrated Service Catalogue and request fulfilment processes.

Problem Management

Sunrise IT Service Management has all the tools you need to manage the process of digging deep for the underlying causes of customer issues.

Knowledge Management

Compile and publish information such as symptoms, cause and resolution details across your Service Desk. Better resolve customer incidents, and track workarounds to problems and known errors.

Service Level Agreements

Track Service Levels for end-users, assets or departments, and set base targets against priorities for the hours you work. Keep on top with alerts to your inbox when your commitments are in danger of being breached.

Contact Management

Gain a complete picture of all employee interactions from Service Requests and Incidents, through to allocated IT equipment, training undertaken, and all acquired skills.

Self-Service

Let your users interact with your Service Desk using a simple browser-based, Self-Service portal. Empower users to raise new Incidents or Requests, search for solutions, or monitor existing known errors, or service outages.

Announcements

Ensure everyone is up-to-date with the latest Service Desk activities and information by publishing announcements to staff and supported end-users.

Gamification

Engage, motivate and reward your Service Desk staff with gamification. Earn badges for great customer service, compete in challenges against peers and level-up to show everyone your support prowess

Service Catalogue

Meet customer demand by quickly and easily creating and maintaining your own library of products and services with the help of Sunrise Service Catalogue.

What Our Customers Say

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