Service Desk

The Bunker Service Desk – Service with Confidence

The Bunker Service Desk is manned 24/7/365 and is fully integrated with our Network Operations Centre located at our Ash site in Kent. This integration is vital in providing the right solution and the right people at the right time. The Service desk is your single point of contact to mange requests large or small.

We offer a comprehensive support structure which you can use as little or as much of as is appropriate to your business. The Bunkers ability to rapidly flex our BAU (Business As Usual) service offering means we keep pace with you and your requirements twenty four hours a day, seven days a week, 365 days a year.

By taking the Best of Breed in ITIL Service Managemet processes we use the full Service lifecycle to rapidly and Pro-actively detect, monitor and resolve in real time.

Incidents and Events
Resolutions and workarounds delivered to SLA first time. We believe that a Single Point of Contact is the key to a good customer experience and as such we invest heavily in our front line team members.

Proactive, Problem Prevention
Through rigorous management of our Knowledge Database, our internal training, tailored around each client profile ensures we can and will commit to ensuring that where possible an issue does not become a problem starting from a thorough root cause analysis through resolution to an auditable error resolution report.

Evolution not Revolution
At The Bunker we don’t rest on our laurels, your business is important to our business and as such we need to keep innovating not only from a technical perspective but also from a process point of view.  Our history of innovation in the use of technologies and acclaimed work in security ensures that as we learn our service improves.  This knowledge not only translates directly into service improvements but also as a stated strategic deliverable we commit to ensuring that you as a Customer have full visibility of how we manage not only your Incident and Problem management but also our Best Practice ITIL Change Process.

Change Management
We use a mix of Full Change Management and Change Management Lite.  Both are rigorously and diligently managed using ITIL approved processes by our Change Manager and Change Advisory Board.  Once again this gives us the ability to react in a timely yet controlled manner to all your needs.

Your Service Management and Statistics
We appreciate our Clients need to have real time data at their fingertips regarding all elements of their Service Delivery.

As a Client we offer you a full Service Management review on a regular basis to suit you at your site where we can discuss the quality and delivery of your Service and where we might increase the value proposition.

We can also offer you the use of a Customer portal account that is tailored to your needs with visibility of any of the following options and more:

• Visibility of Incident, Problem and Change tickets
• Online Service Delivery to SLA report facility
• Service Desk KPIs
• Bandwidth and Power reports
• Billing
• Secure access to a broad knowledge database of known errors
• Monitoring Points review