Service Desk

A single access for all requests to use your systems

Your users are demanding, they want an easy access and quality service.

ilem offers a Service Desk with a UPOC (Unique Point Of Contact) email or phone number, a team located in Switzerland, and 24/365 availability. The Service Desk can also be equipped with a chatbot to respond immediately to handle a high volume of requests.

Our technicians ensure the management of incidents according to the ITIL standard. They are based on market-leading tools (ServiceNow, FootPrints, etc.), ensuring SLAs are honored and providing transparency in terms of reporting and KPIs, a source of analysis and continuous improvement.

With over 20 years of experience, the ilem Service Desk resolves 70% of all requests on the initial contact.

Our technicians assist you in all sectors for a good use of your systems:

  • office environments: Windows/Mac OS, desktop/laptop, mobility, printer,…
  • services: Active Directory, Shares,…
  • management of the knowledge base and procedures,…

ilem guides you in defining your requirements and will support you in your project.