24 Hour Sizwe Service Desk

The Sizwe Service Desk provides you with a Single Point of Contact, 24x7x365, for all interaction with our Clients. Our Service Desk is a mature solution, refined through the implementation of formal ISO processes around the ITIL framework.

It is staffed by highly-skilled Agents with experience in the ICT industry requirements. Our Service Desk utilises a Problem Management System which can easily be customized according to very specific customer requirements which include automatic interfaces between Sizwe and Customer systems.

Managing SLAs

The Service Desk manages any requests, incidents and events from logging until successful completion, against an agreed SLA. To ensure SLA compliance the Service Desk system will be customised to your needs, with the SLA criteria entered and any mission critical, business critical and VIP sites and equipment identified.

Escalation

Sizwe will agree on a Management Escalation process with you, which will be captured into the Problem Management System and will be part of the Service Desk Agents’ training. This will ensure that issues are timely and hierarchically escalated. You can rest assured that the correct Sizwe management are informed automatically of any challenge, to provide additional decision support.

Managing On-Site Technical Support

Should a call be identified as requiring on-site support, the Service Desk Agent assigns the call to the correct Engineer, be they on-site or in the field, via the GPRS network, to the Engineer’s PDA Device. The Engineer has full visibility of vital information regarding the incident assigned, they acknowledge the call, and continually update it until resolution. In this way we can track the engineer and spare parts used, or loan equipment issued, against the SLA. On completion of a call the information is updated, via GPRS, and the Service Desk is updated.