IT Service Desk team act as Single Point of Contact (SPOC) for the end users support regarding all IT related topics of 1st Level Incidents/Requests by ITIL processes/tools within defined SLAs in a rotational shift model of 24/7. The team is located at Gurgaon and Chennai in India.
In comparison to the market standards, majority of IT Service Desk team performs only L0 Tasks e.g. Desktop Level Troubleshooting, Password Reset, etc.; however in SoftwareONE, we are performing all the L0 Tasks + also performs L1 Tasks (may be for some it’s L2 or L2.5 Tasks, depending upon their organizational structure), this includes IT-Infrastructure Tasks e.g. User Access Management of AD, Exchange, Lync/Skype for Business, ENTEO (similar to SCCM – Software Deployment Tool), Anti-Virus, VPN and Basic Network Monitoring and Business Applications e.g. Navision, MS CRM, Web Portal, MS Share Point, WebEx, Code42, FTP, etc. In other words, it can be also known as “Advance IT Service Desk”.