Custom software development of any complexity

Up-to-date technologies
Top quality development team
Transparent and Flexible quotations
Login for clients

What we do

Genilabs expertise covers the following areas:

Case studies
Service desk

Service desk

Genilabs' Service Desk allows our clients to monitor project status in real-time.

The objectives of the Service Desk's are:

  • Providing a single (informed) point of contact for customers
  • Facilitating the restoration of normal operational service with minimal business impact on the customer within agreed SLA levels and business priorities

The common Service Desk functions include:

  • Receiving calls, first-line customer liaison
  • Recording and tracking incidents and complaints
  • Keeping customers informed on request status and progress
  • Making an initial assessment of requests, attempting to resolve them or refer them to someone who can
  • Monitoring and escalation procedures relative to the appropriate SLA
  • Identifying problems
  • Closing incidents and confirmation with the customers
  • Coordinating second and third line support

  • The Service Desk pro-actively keeps users informed of all relevant service events, actions and service changes that are likely to affect them. The Service Desk is in the direct line of any impact on the Service Level Agreement (SLA) and as such should be kept rapidly informed of any planned or unexpected changes or service unavailability.