ITIL Service Desk

ARINC Managed Services’ (AMS) ITIL-based Service Desk, a 24x7 support center for customers in over 85 countries, is a one-stop resource for all business processes involved in maintaining IT systems. We’ve built our name on the responsiveness, reliability and expertise of our superior service desk. From the experts you talk to on the phone to the technicians we dispatch in the field, AMS employs the best at what they do.

We manage 40,000 calls annually for over 3,000 customers in various industries. Our in-depth knowledge and expertise in call handling enables us to provide customers any degree of support required, ranging from general product and service inquiries to 1st call resolution.

Basic troubleshooting over the phone results in many issues being resolved immediately—90% of them within 20 seconds. No matter what, a trouble ticket is generated automatically based on caller information and the incident is tracked until it’s resolved through systematic escalations based on predetermined business practices.

Key service desk features include:

  • 24x7x365 support, off hours support or customized hours as needed
  • Level I operational support and technical dispatching • Level II technical and 1st call resolution support
  • Proactive customer notification of service outages
  • Network and communication asset tracking
  • Single point of contact for customer business and operational requests
  • General inquiries and call management
  • Call and message recording
  • Service Level Agreements
  • Disaster recovery assistance