IT Service Desk. Responsive Support. Measurable Performance.
PC Solutions operates ITIL aligned IT service desk environments for enterprises and government bodies, providing L1, L2 and L3 support that keeps users productive and reports transparently against defined SLAs.
What We Deliver
L1, L2 and L3 support
Structured support tiers from first contact resolution through to specialist escalation and vendor coordination.
ITSM implementation
Deployment and configuration of IT service management platforms including ServiceNow, ManageEngine and Jira Service Management.
Multi-channel access
Support available by phone, email, chat and self-service portal according to user and organisational preference.
ITIL aligned processes
Incident, problem, change and service request management following ITIL best practice.
SLA-based resolution tracking
Defined resolution timeframes by priority level with real-time tracking and escalation if thresholds are breached.
Knowledge base management
Development and maintenance of a structured knowledge base to improve first-contact resolution rates over time.
Available as Managed Services, Time and Material or Staff Augmentation. See Engagement Models.
To discuss IT service desk services or an ITSM implementation, contact our team.