SDI’s IT service desk delivers secure, personalized support across connected environments that are virtual and physical on-premises, delivering high-quality service to customers in a timely manner.

Our customer-friendly service desk team manages incidents and service requests with exceptionally personalized communication with clients and end-users. SDI’s service desk programs are designed to meet or exceed  SLAs, while proactively identifying areas of continuous improvement and innovation.

SDI’s ITSM Service Desk Team is responsible for the monitoring and management of customer issues regardless of type, location, or time that they are received. SDI can provide automated service request functionality via an Employee Self Service (ESS) portal to allow end-users to reset passwords or request service changes for an expedited resolution to the end-user.  SDI also has co-located our Service Desk with our Distributed Computing Activities (DCA), seamlessly transitioning from an incident or service request to physical Install, Move, Add, Change, and Disposal (IMACD) requests where necessary.

From managing all aspects of monitoring and incident reporting through issue resolution, SDI offers a customized approach for your customer service needs, allowing your organization to reduce operational costs while enabling your internal team to achieve maximum efficiency and drive business growth.

ITIL-Aligned IT Service Delivery

We are present. We are responsive. SDI’s 24×7 IT Service Desk is aligned with the ITIL framework to deliver customer-centric IT service delivery including:

  • Service request management
  • Incident management – Level 1, 2, 3 service calls
  • Knowledge management
  • Problem management
  • Change management
  • Service catalog
  • Special projects/IT deployments
  • New offerings, such as accounts, equipment, services, and software.
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Introducing SDI’s IT Innovation Hub and IT Service Desk

Delivering IT excellence, innovation, and diversity to your organization.

Discover our IT Innovation Hub

 

A Smarter IT Service Desk

Our services improve IT customer service and incident resolution by integrating: :

  • Industry-leading Servicenow ITSM platform to deliver visibility, accessibility, speed, quality for client IT environment
  • Business process reengineering to optimize and automate the management of IT environments.
  • Streamlined IVR scripting to enhance customer satisfaction and decrease abandonment rates
  • Employee Self-Service (ESS) portal to automate many key support functions to drastically decrease response time for repeatable activities such as password resets and other service requests
  • Expedited service ticket backlog reduction
  • Robust knowledge base development
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Unmatched Technical and Industry Expertise

For over 20 years, SDI has delivered cost-effective, innovative technology systems to organizations throughout the public and private sectors. These solutions have led to a collection of success stories that demonstrate our firm’s impressive industry domain knowledge and IT capabilities.

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Improve your organization’s service desk productivity, service levels, and efficiency.

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