Service Desk - Sunrise Software

Enabling great customer service from the first call

The moment your customer logs a support call with your organisation 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 ITIL-based features that facilitate a high performing Service Desk environment capable of providing your customers with the support they deserve when they need it most.
From desktops, laptops, tablets and smartphones, Sunrise Service Management allows your support analysts to access the Service Desk on their preferred device, any time of the day and anywhere they choose.

Using Sunrise MSP

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?

Sunrise Service Management offers over 30 different services and components to assist Service Providers in competing and managing their operations effectively, creating a platform for growth and profitability.

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.

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

What Our Customers Say

Would you like to learn more about Sunrise?