The Service Desk is a vitally important part of any IT organization and should be the single point of contact for IT users on a day-by-day basis. 

We have numerous service desk support personnel whose experience includes providing Tier Level I – III service support. Our team provides superior end user customer support by providing a single point of contact and accountability who is responsible for each service-related request received by the service system process as well as continuous monitoring and control of incidents through resolution and/or escalation to Tier 2 and 3. 

All service requests and incidents are handled and prioritized based on Service Level Agreements (SLAs) established with each customer. 

RYAN’s IT Service Desk components:

ITIL Framework – Our extensive experience providing Service Desk services has shown us the benefit of using industry-accepted best practices for IT services. Our team is committed to the principles of quality IT Service Management embodied by the ITIL Framework. We continuously invest in our human and corporate resources to continually improve, develop, and maintain our service management processes according to ITIL guidelines.

Under the ITIL framework, our team recognizes the specific goals to:

  • Realize the benefits of using industry-accepted best practices for IT services
  • Communicate simply and transparently using a unified vocabulary
  • Continuously Improve the quality of IT service delivery
  • Reduce the long-term cost of IT services
  • Improve management of IT infrastructure and increase control over IT Asset ROI
  • And more!

Our team has extensive experience in providing a single point of contact for Service Desk support. Our support model assigns an incident/problem owner to all service requests and incidents.

Value to the Business

Service disruptions happen in business every day – often with serious consequences, such as lost revenue or decreased productivity, and can negatively impact reputations and customer satisfaction. Problem management aims to minimize these negative impacts by equipping IT with the best technology to standardize processes, perform root cause analysis investigations, prevent future disruptions and keep stakeholders informed.