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IT service deskYour service desk, operated by us.
We support your users through a single point of contact, resolve incidents and requests, and answer for an SLA.
What is an IT service desk?
In ITIL 4, the service desk is the single point of contact between users and IT: it receives incidents and service requests and either resolves or escalates them. N.Technology operates it under an SLA, using your ITSM tool or one we implement for you.
Resolves repetitive incidents and requests at L0, and hands each remaining case to specialists with its diagnosis.
- IT service desk
- Incident management
- Service request management
- Knowledge management
- Service level management
What we operate for you.
People, processes and tooling, under one SLA.
User support
Phone, email, portal and chat, with agents or automation depending on your contract.
Restore service
Logging, classification, diagnosis and escalation through to closure.
Service catalog
Onboarding, access, devices and software with agreed workflows and timelines.
Self‑service
Articles and answers so common issues get solved without waiting.
Specialists
Technical issues reach engineers with the full context.
What you get
- SLA by priority
- Monthly service level report
- Managed under ISO/IEC 20000-1
- With your tool or ours
What clients ask us.
Who supports my users?
It depends on your contract: N.Technology agents, automation with AITops®, or a combination of both. We define the model during the free assessment based on ticket volume, support hours and channels.
What is the difference between a service desk and ITSM software?
The service desk is the service: the people and processes that support your users. ITSM software is the tool where cases are logged. You can contract one, the other or both.
Can you operate on top of my current tool?
Yes. We operate on your ITSM tool; if you don't have one or it isn't configured properly, we license and implement one for you.
Does the service desk also monitor my infrastructure?
No; that is handled by the NOC monitoring service. The two work in coordination: what the NOC detects and what your users report are managed in a single workflow.