How We Do It
Service Desk

Get the Experienced Service Desk You Need for Your Business

Our highly trained service desk team is here 24/7/365 to support your business. They have the tools and expertise to manage and monitor your services and provide pro-active measures to keep these services working for you.

service-desk

LEAN ON US SO YOU CAN FOCUS ON RUNNING YOUR BUSINESS

We helped you get the best cloud-based technology for your business. Let us help you use it.

Technology can be tricky. No matter how well it is designed, it can present challenges.

Whether it is a software bug, an integration error or a hardware issue, problems may arise when you least expect it, causing your employees or your customers frustration.

At Formation Tech, we don’t want that. We are here to optimise the experience for both your customers and employees.

Our service desk team is available to you 24/7/365. Whether you only use us for escalations, buy fully managed services through us or take a hybrid support structure, we are always here to make sure your business never misses a beat.

Talk to us to find out how we can help you today.

Highly Trained Staff, Fast Reliable Service

Our service desk team is the heart of everything we do at Formation Tech. We are committed to recruiting the best talent.

We invest heavily in our people, in product and service training and in career development. We want to build the most competent, motivated and customer focused team possible, one that provides a fast, reliable, personable service whenever you need them.

Reduce Service Downtime, Optimise Service Performance

Every service we provide is designed with performance in mind.

At Formation Tech, we don’t sit around and wait for a problem to strike. We continuously measure, monitor and report service status and performance across all of our platforms so we can spot trouble before it strikes.

Proactive Service Desk Solutions

Our service operation is designed around the ITIL framework, so it is intuitive, well structured, and results orientated. Our approach to incident and problem management is robust and effective.

We practice what we preach. We have designed lots of process automation to streamline triaging and alerting to ensure escalations are managed fast. We have collaboration tools to allow us to bring the right people together quickly and we have invested significantly in our systems so that we have detailed and accurate management information to hand.

STRIVING TO PERFECTION

We look for ways to continually improve service performance. We have lots of measure in place to help guide us on how well we’re doing. We are very granular and through quality assurance, measure performance on individual service desk tickets. Personal and team objectives are driven through this.

Organisationally, first line resolution (FLR) and first contact resolution (FCR) are our main barometers. We want to get it right the first time.

But the ultimate measure is customer satisfaction. We measure and monitor this as if our lives depended on it. Because, ultimately it does. If our customers are happy, we’re doing the right job.

WE ARE YOUR #1 CHOICE FOR MANAGED SERVICES

Why choose Formation Tech? Simply put, we have the experience and expertise to get the job done right.  

 

The Management Team at Formation have vast experience and have been helping companies succeed for almost two decades. They are passionate about delivering the best managed services portfolio in the market.  

 

Today, the workforce is changing more rapidly than ever, and our talented team is always one step ahead. But one thing that hasn’t changed is our core values. We are committed to helping mid-market companies succeed through technical innovation, a positive culture of learning and development, coupled with a pragmatic and personalised approach to support.

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