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Enterprise Service Desk   

Support teams and services for Tier 0 and Tier 1 support on a 24/7 basis.

CenturyLink Enterprise Service Desk provides the capability to deliver a standard, multi-tiered, end user computing support structure encompassing Level 0 (self-service portal based) and Level 1 (service desk analyst) support teams and services.

The service provides 24 x 7 x 365 end user IT support to business end users and to IT management users. CenturyLink utilises a “follow the sun” model in performing Enterprise Service Desk functions and integrates into other CenturyLink services to provide a complete service desk offering.

A choice of three service levels are available:

Standard:

  • 24x7 support.
  • Basic SLA.
  • English language support only.

Advanced:

  • 24x7 support plus resolution.
  • Enhanced SLA.
  • English language support only.
  • Unique telephone number.

Enterprise:

  • Provides the same levels of support as the advanced package and is intended for clients requiring support for seats over 7,500 and additional languages.
  • Enterprise Service Desk requires the inclusion of the CenturyLink Service Management service.

Features

  • Multi lingual support available covering English, Spanish, French, Portuguese, German, Polish, and Italian.

  • Knowledge base support enabling self-service users to search for frequently asked questions and answers specific to the applications and software most common within their organisation.

  • Regular surveys solicit feedback from users of the Service Desk, and is used to help identify any key areas for improvement.


Use Cases

  • Ideal for clients who don’t possess the internal expertise to support Tier 0 and Tier 1 service enquiries.

  • Provides a support solution for clients selling into multiple geographies but lacking multi-lingual support personnel.


Service Level Agreement

SLA varies depending on service level being utilised.


service guide

category

Managed Hosting

geographic availability

Australia, Canada, China, Germany, Hong Kong, India, Japan, Singapore, United Kingdom, United States