Service Desk

Overview

The Service Desk is the door into managing your IT systems and processes. Sitting between users and your IT service management, it ensures that your service strategy is delivered and users’ needs are being addressed.

Service desks are evolving from traditional call center setup to more intelligent, automated, real-time and around-the-clock support. The integration of Artificial Intelligence, chatbots, cloud and mobile-based solutions gears up enterprises to provide customers with high levels of support and minimal human intervention.

We believe your customers are your biggest brand advocates. As your service desk partner, we ensure all users enjoy positive service experiences with our innovative solutions, best practice methodologies and professional support teams. Our service desk professionals help you manage and maintain your business applications so your IT team can focus resources on strategic initiatives, keeping you up and running more effectively and efficiently.

Value propositions

  • 24 X 7 contact center support availability enhances operational efficiency
  • Artificial Intelligence gathers information to tailor product and service strategies
  • Self-service solution tools and chatbots provide seamless customer experience
  • Multi-lingual support system expands your business across geographies

Our values

  • Meet stringent Service Level Agreement (SLA) ensuring service quality and availability
  • Wealth of experience in handling customer contacts upholding data access governance
  • End-to-end management of incidents and service requests enhancing customer service level
  • Single point of contact for IT problems, information and service requests

Service Management Center

PCCW Solutions’ Service Management Center is a highly efficient, scalable and effective solution for IT service management. To help you achieve operational excellence, we have put great focus on growing our team, with our delivery centers established in Hong Kong, mainland China and the Philippines to support your business growth across the region.

  • Accredited with ISO 9001 and ISO 20000 quality certifications, CMMI Level 5 for Application Development and Management
  • Strong capabilities in server management, network support, security, database services and application monitoring