Expert, Personal Service Desk
Receive all of the benefits of a big Service Desk, with more personal service. Our team operates in smaller ‘pods’ consisting of multiple 1st, 2nd, and 3rd level engineers. Each pod assists specific clients to provide familiar, personal service, which is backed by the full capabilities of our extended team.
Starting early in Auckland and transitioning from the east to west coast of Australia and Manila throughout the day, we provide genuine 24/7 service with our ‘follow-the-sun’ model.
Enterprise firms also have the option of a dedicated Service Desk embedded into your organisation.
Leading Processes
Our Service Desk processes are built around ITIL principles of problem, incident, and change management, with service levels determined by ticket severity and impact. All of our technical staff have experience in remote and face-to-face on-site client service. We rotate our technicians into customer-facing onsite positions to better understand and respond to the real world needs of end users.
Best Client Tools
To provide the best results you need the best systems. Our team has the leading remote and Service Desk software available on the market. While our client feedback reporting, which is displayed on centrally located monitors at each office, provides a constant source of highly visible customer satisfaction results about individual tickets and overall performance.
Need Service Desk Help?
Ask us about our complete range of client services designed to keep your team moving.
The First Focus Advantage
- Australia, New Zealand and Manila-based teams with hands-on, face-to-face experience
- Most advanced remote IT support software tools on the market
- ITIL based service methodology and professional team management
- Professional service delivery management and team leaders
- Complete 1st through to 3rd level expertise backed by engineering specialists
- 24/7 Australia-wide coverage; over 30,000 end users
- Comprehensive ticketing tool with workflows and SLA measurement and management
- Helping businesses since 2003
We recently partnered with Simplyfy over a year ago, and have been delighted with their quality of service, attention to detail, and the care taken to understand our business and provide a support solution that fits our needs both now and as we change.
— By Mark Ibrahim, Chief Financial Officer, Consolidated Properties Group