The Southern Cross IT Service Desk is the first line support for all Southern Cross service contract customers. Our services include:
- Acting as a single point of contact for IT service provision
- Registration & follow up incident reports, change requests, queries and complaints
- Keeping customers informed as to status of job
- Carrying out initial screening of customer enquiries & initiate process based on SLAs
- Monitoring adherence to SLAs
- Formal closure of incidents / change requests - monitor customer satisfaction
- Co-ordinatation of 3rd party support
- Providing regular reporting to contract customers
We employ procedures and polices based on the ITIL framework. What is ITIL? It stands for IT Infrastructure Library and it's the most highly respected approach to ICT management in the world. While many other businesses can only look at ITIL from a distance, we're there, using it and passing on the benefits to our clients. We use ITIL as a framework to deliver our services. The framework is tied to best practice international standards. These standards apply no matter what the size, structure or maturity of the ICT business.