Service Desk


A service desk plays a key role in driving value for your business. Use GT Service Desk to add value with continuous service improvement, delivering service desk excellence, and providing a compelling customer experience 24/7/365. GT focuses on these three differentiators:

Driving continuous service improvement through the way our people work

GT’s Sense & Respond strategy enables employees to focus on understanding what matters to our customers so they can find better ways to deliver.

Delivering Service Desk excellence, consistently

TRIOLE for Services (TfS) is an integral part of the Service Desk offering and enables GT to deliver a consistent, cost-competitive service desk, regardless of location, with the same processes and standards being used across its network of global service desks.

Ability to deliver a compelling customer experience

GT delivers a compelling experience and uses KPIs such as First Line Resolution and Mean-Elapsed-Time (MET), which are specifically focused on improving the customer experience. “Shift to the Left” is a process of continuously identifying and removing waste demand/activity and moving work so it is performed by lower tiers, front-line staff or via self-help portals. This approach reduces costs and increases the speed of recover (increased productivity) for both the client and GT. This also generates capacity so that higher support tiers and resources can focus on removing problems from the environment, thereby reducing volume at the service desk and positively affecting the end user experience.

Service Desk Functions

  • Incident Management (Including Service Request and Access Management) processing via phone, email or Self Service Portal
  • Communication of availability to end user of any self-support tools
  • Level 1 Service Desk technical remedies and standard fixes
  • Coordination of escalation of incidents to Level 2
  • Equipment troubleshooting; incident escalation when required
  • Tracking and documentation of incidents
  • Report of key performance measurements and trend analysis reporting
  • Remote-view and remote-control capabilities to assist in incident resolution
  • Standard system of record: TfS Service Desk incident-management tool
  • Online customer satisfaction survey at call/incident closure

  • Continuous service improvements driven through sense-and- respond and ITIL Best Practices
  • Service Desk excellence delivered consistently with TfS- standardized toolsets
    – TfS Self-Service Portal
    – TfS Incident Management System
  • ITIL and ISO 20000 best practices and standards
  • 24/7/365, 9×5 or pay-per-call availability
  • Incident and support of Problem Management
  • End-user Service Requests
  • Predictable user-based pricing model
  • SLA and KPI-driven service ensures quality customer experience
  • Support of standard hardware, software and operating systems

  • Ability to deliver a compelling customer experience
  • Improved customer service, perception and satisfaction
  • Increased accessibility for customers, faster incident resolution and underpins Problem Management for future incident prevention
  • Improved communication and teamwork

Service Desk Supported Products

In Scope Hardware
GT will act as the single point of contact (SPOC) for support, customer provides ticket routing (escalation) information. Customer shall provide model numbers from VARs/end users as part of the onboarding process.

AcerDesktop, Laptop, Peripherals*
AppleiMac, Mac Pro, Macbook, Macbook Air, Macbook Pro, In Warranty iPhones
BlackBerryIn Warranty smartphones
DellDesktop, Laptop, Peripherals*
GatewayDesktop, Laptop, Peripherals*
HPDesktop, Laptop, Peripherals,* In Warranty smartphones
IBMDesktop, Laptop, Peripherals*
IomegaStorage Devices
Juniper NetworksVPN Client
NECDesktop, Laptop, Peripherals*
Palm (HP)In Warranty smartphones
Sony ElectronicsLaptop, Peripherals*
Toshiba AmericaLaptop, Peripherals*
Zebra TechnologiesPrinters**

*Peripherals: keyboard, mouse, PC monitor and docking stations
**Printer Support: Windows and Apple OSX configuration setup, toner replacement and best reasonable-effort connectivity

In Scope Applications
GT will support the current version plus two versions back, unless no longer supported by its manufacturer. GT will act as the SPOC for support, provided customer provides ticket routing (escalation) information.

Desktop Applications

Adobe Acrobat
Citrix ICA Clients for Windows
IBM Lotus Notes Client
IBM Lotus SmartSuite for Windows
McAfee Virus Scan
Microsoft Access
Microsoft Excel
Microsoft FrontPage
Microsoft MapPoint
Microsoft Office 365
Microsoft Outlook
Microsoft PowerPoint
Microsoft Publisher
Microsoft Visio
Microsoft Word
Microsoft Works
Symantec Norton Antivirus
Symantec PC Anywhere
Symantec WinFax Pro
WinZip Computing WinZip

Desktop Operating Systems

Windows 7
Windows Vista
Windows XP
Apple OSX 10.7 Lion