IT Desktop Management Process

A Managed Desktop service or Desktop as a Service (DaaS) allows users to access their application, files and emails wherever they need to and from any device. The desktop is hosted on the cloud and is maintained by a Managed Service Provider (MSP) like Core.

There are many reasons why a business would outsource their desktop management or request ongoing support for their desktops. Some of the benefits include:

  • 24/7 support from the MSP
  • Personalised desktop for your organisation
  • Security management through threat detection
  • Disaster recovery and backup management
  • Cost savings through outsourcing desktop management

In this post, we outline the desktop support process that we employ at Core. The diagram below shows the process:

Desktop support process of Core

The process is quite simple, and is as follows:

  • When there is an issue with the desktop, a support request can be raised through email or phone to raise a ticket
  • The service desk receives the request and logs it onto the system; the case is assigned to an analyst
  • The analyst reviews the matter and works with the person who has the issue to resolve it
  • The analyst resolves the issue or escalates it if it’s beyond their capabilities
  • Once the issue is resolved, the case is recorded for future issues, and the ticket is closed

Core provides 2nd line analysts on the phone to provide a more technical level of support that some organisations require, as part of their SLA. As we offer 24/7 support, 1st line analysts are available at night, but the ticket is never escalated to the 2nd line team.

Core has a high-drive for first-time resolution. Tickets are only escalated if:

  • There is a need for 3rd line support either due to restrictions to the access the analyst has, or technical expertise
  • The issue has to be reviewed and resolved by a more specialised team, e.g. CRM
  • It is not a managed service account (e.g. SharePoint only)

A well-defined process makes it easy for a business to continue operating without delays. This is something that Core offers to our clients and is one of the main drawing points of our service.

Talha Fazlani
Talha Fazlani

Talha is the Digital Marketing Manager for Core, overseeing design and digital assets of the company. Before joining Core in 2018, Talha worked in various industries from the legal sector to online health and wellbeing.

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