Skilled Service Desk: Going a step beyond basic first-line support

"Shift left" is a principle designed to share the expertise of our service desk with your organization. The idea behind "shift left" is very simple: skilled IT technicians at our Skilled Service Desk make their expertise available to less experienced IT staff within your company. In this way, they help them resolve more complex functional application questions and issues on their own.

When our Skilled Service Desk shares knowledge, they can easily shift that knowledge even further to the left toward your organization. We call this “shift left”: giving information processors access to documented answers and helping them independently resolve the issues they encounter.

Two elements are crucial for shift left: effective knowledge sharing and a self-service portal. Both are standard components of our partnership with ITYM!

1. Customer Focus: We put the customer at the center of everything we do. We actively listen to their needs, offer customized solutions, and ensure a quick response time. We strive to exceed our customers’ expectations and build long-term relationships.

2. Technical expertise: We invest in developing our employees’ knowledge so that they possess in-depth technical knowledge and skills. We ensure they stay up to date with the latest technological trends and certifications so that they can provide the most effective solutions.

3. Proactive Approach: Rather than simply reacting to problems, we strive to be proactive. We identify potential issues and risks early on and take preventive measures to avoid them. We also proactively offer advice and guidance to our clients to help them optimize their IT infrastructure.

4. Continuous Improvement: We strive to continuously improve our processes, systems, and services. We gather customer feedback, evaluate our performance, and implement improvements where necessary. We strive for operational efficiency and are committed to delivering consistent, high-quality services.

5. Collaboration: We believe in collaboration, both internally and with external partners. We work closely with other teams within our company to share knowledge and resources. We also seek strategic partnerships with other IT companies to offer a wider range of solutions to our customers.