Capgemini understands the service desk function is not just about people logging incidents. Our global service desk integrates people, products and processes for speedy incident resolution, improved end-user productivity, and optimal service quality.
Global desk services for flexibility and choice built-in
Capgemini delivers its global service desk from a number of centres around the world, providing global coverage from Poland, Romania, Guatemala, India, China and other locations. Central to our approach is our people: many are educated to degree level and accredited to industry standards, such as ITIL. Across our worldwide service centres, our agents speak more than 35 languages.
Our team consider themselves a part of the client’s team, which is a view also held by the client. For example, agents working on a major retail account have been trained at the client’s training facility, shops and warehouses. In this way, they have gained a real understanding of the workplace – including the impact of a till breaking or a picking list not printing.
Reliable platform from incident management to service integration
The global service desk is a packaged, scalable solution designed to improve productivity, save costs, and crucially, to ensure the business is in control. This means being fully aware of incidents when they happen and when they are resolved; fully aware of performance against SLA; and fully aware of the value of the service desk to the business. Capgemini global service desk delivers:
- Cost reduction
- Improved productivity
- Enhanced end-User experience
- Control and management report
- Service integration
Capgemini's superior service desk services
When selecting a partner to work with to ensure that IT is delivering value to the business, it is imperative to find a vendor with a strong pedigree in the management of IT services and a deep understanding of globally deployed standards and their potential to benefit the business. Capgemini has a proven track record and demonstrable success rate in delivering superior service desk services. In short, we deploy the right tools, processes and people to enable a rapid transition and deliver a robust, cost-effective service.