Service Desk Management (SDM)

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The Challenge:
Service Desk Efficiency

Your service desk is critical for the care of your user community. The level of service you provide to your users ultimately impacts productivity. IntelliNet’s Service Desk Management (SDM) solutions are scalable and configurable to your needs.

Using ITIL-based software, streamlined escalation processes and a knowledgeable staff, IntelliNet SDM increases your ability to quickly resolve user requests, optimize productivity and influence metrics affecting Key Performance Indicators (KPI). Our comprehensive managed services address all components of your service desk needs, from people to processes to software, and include:

  • Level 1 and 2 Remote Support through our 24x7x365 Service Desk
  • Level 2 and 3 On-Site End User Support
  • On-Site Service Desk Support
  • Service Desk Management Consulting

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SDM from IntelliNet provides you with comprehensive support. IntelliNet will:

  • Answer inbound calls and emails
  • Enter requests into the trouble ticket system
  • Follow predefined remediation processes
  • Track tickets throughout the mean time to repair (MTTR)
  • Provide trouble ticket reports

Key Features

  • Customizable support offerings, from off-hours to 24x7x365
  • Depth of service level selection, from Level 1 phone support to Level 3 on-site support
  • Remote device management capabilities
  • Client-specific remediation and escalation processes


  • Full trouble ticket tracking and reporting, allowing you to measure performance against service levels
  • Ability to couple Service Desk with IntelliNet’s monitoring services, resulting in greater insight into your network and faster issue resolution
  • Customer survey features that provide valuable performance feedback about your organization
  • Improve service levels without buying tools or hiring additional staff