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Service Desk

As defined by the Information Technology Infrastructure Library (ITIL), a Service Desk is so much more than just a help desk. It's really a help desk, call centre, contact centre, incident reporting centre and end-user-customer introduction to the IT department, all wrapped into one. As an enterprise's key IT support lifeline, the Service Desk team provides Level 1 support, handles incidents, service requests and is the single point of contact for overall IT systems support.

The Service Desk, dovetailed with an ITSM toolset, is the gateway point where everything that touches IT enters the system.

In line with the Thomas Duryea Logicalis approach, the Service Desk takes is a broad, end-user centred approach. It’s the single point of contact that, under the industry standard, needs to be able to solve between 60 - 80% of incidents on the first call, before any issue is escalated to Level 2 or Level 3 support.

When partnering with any service provider, knowing they have a thoroughly dependable, experienced and professional Service Desk, staffed by accredited experts, should be a critical qualifier. The Service Desk should operate as an integrated part of your company team, be culturally aligned and work smoothly to maximise your service availability. To this end, Thomas Duryea Logicalis even offers fully branded support options, which can include the use of the company, name, tailored scripts, and specifically requested on-hold music and more.

A Thomas Duryea Logicalis Service Desk incorporates people, process and technology. Thomas Duryea Logicalis trains staff in best practice Service Management, service delivery is based on industry standard ITIL methodology, the Help Desk institute and certified to ISP20000, and staff use an ITIL – aligned IT Service Management toolset, providing effective incident management and reporting.

Challenges & Trends


The business benefits

Provides a central point of contact for all IT issues and requests

Functions as an operational and predictable SLA-based cost model

Ensures consistent always-available call handling and documentation.

Eliminates overstaffing requirements; follows ITIL and process.

Eliminates operation distractions for management