Services


Enterprise Service Desk

One Service Desk is an Enterprise Service Desk built for a global 24/7/365 support capability. Our mission is to provide first class service to world-class companies globally.Our Enterprise supports all Google products and services and their concept of 100% web. 

One Service Desk is proactively following the evolution of cloud services and we are ready to support you 24/7/365.
Our clients only need one Single Point of Contact for all Google products and services. Currently our Enterprise Service Desk are supporting more then 45 countries world wide. We provide multilingual support through multiple communication channels and mobile devices.
  • E-mail
  • Telephone support
  • Self-service portal
  • Live video chat
  • Live online chat
  • Google +
  • Facebook
  • Twitter


It's a new era where web-based communication, collaboration tools, IaaS (Infrastructure as a Service), PaaS (Platform as a Service), SaaS (Software as a Service) is here to stay. Let us be your support partner.


 
Best practice

To be able to deliver professional end user support and truly make a difference to our customers, processes and working disciplines are essential. One Service Desk are using the processes, roles, functions and tools from ITIL (IT-Infrastructure Library) Framework. It is the best practice framework for delivering and supporting services between customer, users and service providers. 

One Service Desk manages all incidents, problem and service request across their lifecycle. We are trained in every phase in a service lifecycle from Service Strategy, Service Design, Service Transition to Service Operation and Continual Service Improvement.
We are certified ITIL Experts and professional trainers covering all introduction, foundation, lifecycle and capability courses currently offered.

Incident Management
  • Identifying, logging, categorizing and prioritizing incidents
  • Restoring incidents as soon as possible and minimizing business impact.
  • Solving incidents (service interruptions) within the agreed time schedule. 
Problem Management
  • Detecting, logging, categorizing and prioritizing problems.
  • Supporting Incident Management by analyzing and determining root causes, providing information and workarounds.
  • Submitting RFC´s to Change Management for approval of necessary changes.
Request Fulfillment
  • Receiving, logging, validating, categorizing and prioritizing Service Requests
  • Facilitating an efficient and effective handling of all Service Requests
  • Change Management
  • Creating, recording, reviewing, assessing, evaluating, authorizing RFC´s
  • Facilitating an efficient and effective handling of all RFC´
Innovative Dashboards

We present Key Performance Indicators (KPI) in innovative customized dashboards with real time data displayed through any channel and on any device. Business, IT and Service Managers will always have an updated view on service performance using our innovative Dashboards and reports. 

We can customization and design the dashboard to fit any brand profile and display the KPI´s relevant for each customer. Provide the ability to identify incident and service request patterns, trends and forecasts.