Service Desk

The PHNS Service Desk consists of customer and technical support personnel responsible for delivering 7x24x365 support for all PHNS internal and external customers against established and measurable performance standards. These standards include average speed to answer, abandonment rate, first call resolution rate, email turnaround time and voice mail turnaround time. The service desk serves as a single point of contact for problem, incident, request and change management as well as ad-hoc and performance reporting.

The services provided by the Service Desk include the collection and documentation of detailed information captured in one common incident management application, assisting the customer through resolution on first call as well as the coordination of additional technical support in an efficient and timely manner.