IT Service Desk as a Managed Service

CTG’s scalable IT Service Desk provides best-in-class, omni-channel support for all questions, incidents, and requests. The omni-channel capabilities we leverage allow us to supplement live agents with intelligent automation, chatbots, live messaging, and process automation, driving analytics and insights.

Multi-channel support allows clients to choose the methods of communication that work best for them to reach the end-user, such as email, voice, chat, etc. While multiple channels are available, they are not integrated often leading to miscommunications between channels and frustrated end-users.

Omni-channel support provides an integrated experience allowing clients to jump between channels (e.g., email to voice to text), which seamlessly continues their journey with end-users in the same interaction and offers one-on-one personalized communication.

CTG’s comprehensive services range from an initial support model assessment that better defines your support needs, to a partial or fully outsourced service desk with a range of available support models.

Our experienced analysts and omni-channel approach provide efficient and effective support services designed to minimize disruption, maximize productivity, bring discipline to your support environment, embrace continuous improvement, and improve end-user satisfaction.

Support Model Assessment

CTG’s Support Model Assessment consists of:

• Performing a comprehensive review of your existing support model
• Providing a report of findings benchmarked against industry best practices
• Delivering a recommended service desk maturity roadmap

In partnership with ServiceNow, CTG also offers a ServiceNow Assessment. If your organization has implemented a ServiceNow instance, this assessment examines your current state and develops a strategy and roadmap for achieving your goals and specific initiatives through the platform. From reviewing service desk processes—including incident workflows—to evaluating virtual agents, cross-platform integration points, and SLA reports, a ServiceNow Assessment can determine what business processes you can mature and streamline across your enterprise.

Service Desk Support

We are your end users’ single point of contact, and understand that the more we increase our FLR, the more value we provide to you. No matter the level of support, CTG thoroughly documents each issue to ensure seamless communication across departments, facilitates improved FLR, and contributes to a knowledge base to improve for the future.

We offer infrastructure, cloud, application management, and any combination of multi-tier support model as shown in the diagram below.

Tier 1—IT Issue Resolution

Providing outstanding customer service to our clients is our ultimate goal. CTG provides 24x7x365 self-service tools and basic issue support via multiple channels for all IT-related questions, incidents, and requests.

We also offer partial and fully outsourced models to deliver high-quality experts with a wide variety of technical knowledge and a strong customer-oriented focus.

• Guarantee continuity of the service through proactive planning and resource management
• Operate according to ITIL best practices and ensure quality by providing an incident management process customized to client needs
• Provide performance reporting and SLA results as agreed to in SLAs

We support everything from current cloud platforms (Microsoft and AWS/Amazon Connect) and Microsoft’s digital workplace suite, to legacy client/server applications and associated infrastructure.

Tier 1.5-3—Application-Level Issue Resolution

CTG provides Tier 1.5 Application-Level Service Desk Support, as well as Tier 2-3 Application-Level Management Support.

Tier 1.5 application support agents provide 24x7x365 basic “how-to” and navigational issue support via phone, chat, and email for all application-related questions and incidents. All of our Tier 1.5 agents receive vendor-specific training in industry-leading systems to help improve your FLR and lower average talk times, letting your end users return to work faster.

Tier 2 application support analysts resolve break fixes, as well as manage production support, participate in testing, and complete minor repeatable builds.

Tier 3 senior-level application support analysts work with you to review requests and projects, complete build tasks, provide unit and integrated testing services, support escalation and coordination with vendors, write reports, scripts, and custom rules, and take on other responsibilities related to managing your mission-critical portfolio of applications

Children’s Hospital

Providing Tier 1 IT Service Desk since 2018

• Telephone Service Factor: 85%+ of calls answered in 30 seconds
• Resolution Time: 99.7% of phone and 97.2% of web-submitted contacts resolved or escalated within 1 hour
• Abandonment Rate: ~2% after 30 seconds