Managed Service Desk & Support
Coordinated support that reports on outcomes, not just tickets.
Jiva Technologies operates tiered L1, L2, and L3 support with self-service, VIP handling, on-site field engineers, and ITSM workflow administration. Reporting combines SLA metrics with experience signals so improvement is driven by real user data.
Portal, chat, voice, email, and self-service.
Incident, request, change, and problem workflows.
SLA and experience metrics per reporting cycle.
What we deliver
Tiered Service Desk (L1 / L2 / L3)
Multi-channel coverage across chat, voice, email, and self-service portal with agreed ticket-handling procedures, priority matrix, and escalation paths tuned by user persona.
Self-Service & Knowledge Base
Knowledge search, password and multi-factor reset workflows, application requests, and hardware orders — reducing repeat contact for common requests.
VIP & Executive Support
Named engineers, priority queues, coordinated device handling, and pre-meeting readiness for executive travel and boardroom sessions.
On-Site Field Support & Smart Hands
Field engineers, smart-hands support at data centers and branch offices, and depot break-fix for docks, monitors, and peripherals.
Experience & Reporting
Structured service reporting combining SLA metrics with experience signals — post-ticket sentiment, device health, and friction indicators that drive continuous improvement.
ITSM Platform & Automation
Workflow design, service catalogue build, virtual-agent automation, and integration to HR, UEM, and monitoring systems on the customer's chosen ITSM platform.
Why teams call us
- Tickets bounce between teams
Requests arrive without a consistent priority matrix, agreed handling procedure, or clear ownership across L1, L2, and L3.
- Self-service is under-used
Password resets, application requests, and hardware orders continue to reach L1 despite an available portal and knowledge base.
- Reporting is focused only on ticket counts
Service metrics track volume and closure time but do not capture user experience, sentiment, or repeat-contact patterns.
- ITSM tenant grows organically
Workflows, service catalogue items, and automations accumulate without documented change control or lifecycle ownership.
Our approach
A structured service-desk lifecycle — assess, design, transition, operate — aligned to the customer's ITSM platform and reporting requirements.
- Assess
Review historical ticket data, channels, priority matrix, workflows, ITSM configuration, and existing knowledge base; document scope and priorities.
- Design
Define the operating model, priority matrix, escalation paths, self-service scope, VIP handling, field-support coverage, and reporting cadence.
- Transition
Migrate open tickets, capture knowledge, run shadow and reverse-shadow waves, complete a formal go-live gate, and transfer service ownership.
- Operate & Improve
Run day-to-day service desk operations, publish SLA and experience reports, and maintain a continuous-improvement backlog.
End-to-End IT Integration and Support
From assessment and solution design through implementation, remediation, ongoing support, and lifecycle optimization.
Fix What's Broken — Remediation Sprints
Inherited an environment with no documentation, drifting configurations, ticket backlogs, or SLAs no-one can measure? We run fixed-scope stabilisation sprints before taking any environment under managed services.
- Environment discovery, CMDB baseline and documentation reconstruction
- Backlog burn-down, incident/problem cleanup and monitoring coverage fixes
- SLA baselining, tooling integration and runbook build-out
Support & Maintenance — AMC-Backed
Run IT operations as a managed service — infrastructure, security, workplace or service-desk — with contractual SLAs, monthly reporting and quarterly reviews under a Jiva AMC.
- Business-hours or extended coverage — as separately contracted — across service desk, infrastructure, cloud, and security
- SLA-backed incident, request and problem management with monthly reporting
- Continuous improvement, tooling uplift and quarterly service reviews
Continue exploring
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Modernise service-desk operations
Move from ticket queues to a reported service experience
Review historical ticket data, channels, workflows, and ITSM configuration. Jiva Technologies can consult, design, implement, remediate, maintain, and manage a right-sized service-desk operating model aligned to your users and reporting requirements.
