Help Desk

Manage the business, not the support
Hand over the IT routine to HelpDesk experts
Help Desk

Help Desk is a system for organizing technical support services for users. It is used to handle both support requests, standard troubleshooting and advice on the functionality of internal products.
iiii Tech are Help Desk and ITIL experts who become your quality organized outsourced support department. We tailor our team to the specific needs of your business and continually develop our skills with a focus on market best practice.

Help Desk Help Desk
Help Desk Help Desk
Help Desk Help Desk
Help Desk Help Desk
Help Desk Help Desk
Help Desk Help Desk
Help Desk Help Desk
Why choose Help Desk

Support standardization = higher service levels

You standardize and control the service delivery process. The key concept becomes the SLA (Service Level Agreement) - the standard service level to be maintained.

Collect statistics for optimisation

All the information about how often equipment breaks down, how often employees from certain departments contact support, how long it takes to solve problems of a certain type will be collected in one place. You can hire or train people and buy additional hardware if you can see the amount of resources the company is spending on support.

Support department resource planning

When you have data on quality of work and costs, you can plan for expansion or optimisation.

Reduce IT workload

They can track the lifecycle of each request and benefit from historical data on resolved cases.

Reduce the number of support requests when incidents occur

System automatically alerts you to incidents or preventive maintenance and fix/completion deadlines

Increased user satisfaction

Systematizing support, automating routine tasks and SLAs inevitably leads to an increase in service quality and user satisfaction

The essence of Help Desk

Solving basic technical problems

Standard regular maintenance tasks 
  • password resets
  • access
  • accounts

Advice on internal product functionality

Part of the requests can be solved on the first line

Higher level than Call Desk, significantly lower than Service Desk

Help Desk Benefits

Works with most modern ITSM/Helpdesk solutions

Can work in your system or connect to our SimpleOne

Own experience in successful use of Russian and foreign HD systems

Experience of managing client IT teams

High first level support closure rate

Flexible reporting model

Always tailoring the solution and approach to the customer's business needs

Support automation tools we work with 
SimpleOne SimpleOne

SimpleOne

Russian provider with the most similar service offering to ServiceNow

Your provider Your provider

Your provider

Set up ITSM processes with the tool of your choice

When do you need it
You are a large organisation with your own IT department You are a large organisation with your own IT department

You are a large organisation with your own IT department

You want to take the delivery of IT services within your organisation to a new level.

Your IT department cannot cope with the required volume/level of service Your IT department cannot cope with the required volume/level of service
Your IT department cannot cope with the required volume/level of service

You want a high level of support and service generally "out of the box"

You are a Russian subsidiary of an international company You are a Russian subsidiary of an international company
You are a Russian subsidiary of an international company

You can't use a foreign solution and need to switch to a Russian solution while maintaining process continuity



Why iiii Tech is the right choice for you

Business-first approach

Expertise in top Russian and international clouds

All types of business

99.99% availability SLA

Multi-lingual support 365/24/7

Certified administrators

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