Service Desk

Service Desk & Remote IT Support

Our Service Desk provides a multi-tier solution model customized to meet requirements for your business. Tier 1 and Tier 2 incidents are managed through an Automated Call Distribution (ACD) system. This system ensures timely response and measurement to standards based on service queue and severity matrices. Our ACD interfaces seamlessly with the our Network Operations Centre for Tier 3 engagement as well as our field services team for on-site service when required to get you back up and running.

Our Service Desk offers bi-lingual support with 24/7 availability utilizing ITIL based methodologies including incident management, change management and problem management. With ABM’s Service Desk as an extension of your team, your organization is able to focus on strategy and operations, while we take care of your end users. ABM delivers a KPI based service model focusing on average time to answer and first call resolution for all support requests. Our service level agreements document our commitment to our call response and resolution standards. We will hold ourselves accountable to those standards.