Service Help Desk

End User and Desktop Support Services

Unitas Global operates a 24×7 service desk dedicated to helping our clients be successful. Responsible for supporting technology end-users in an organization, the team specializes in common desktop applications and SaaS offerings like Microsoft Office 365 and Google GSuite. We act as a natural extension of your own IT team, taking full ownership of every support case, freeing up your team’s time to focus on more strategic activities.

Service Desk Features

WORLD CLASS SUPPORT

  • Service request tracking and management
  • Software distribution and patching coordination
  • Vendor escalation to in-scope service providers
  • One number for all end-user support issues
  • PC repair management and tracking
  • Software distribution and patching coordination
  • Vendor management
  • Monthly service delivery reporting
  • Portal view: call ticket history for authorized client contacts
  • PC support, remote troubleshooting via remote connection tools
  • Tech support for standard desktop apps (and Microsoft packaged apps)
  • Routine status / planning interaction between Unitas and client liasons
  • User account management: add, modify, disable for in-scope apps
  • Ticket escalation or handoff as pre-defined and required

UNITAS ATLAS™

  • Unified Monitoring Platform
  • Monitoring, Analytics and Visibility
  • Single Pane View
  • Full Insight into Designated IT Environments
  • Management of Infrastructure Health & Performance
  • Replaces Disparate Tools

Benefits

CONTROL

Complete ownership of the case end to end regardless of the need for escalation.

USER-CENTRIC

User-centered approach seeking to provide the user with an informed contact for all IT requirements.

CLIENT COMMITTMENT

Committed to achieving the highest levels of client satisfaction, an emphasis on adding value to every issue we investigate, and high-touch communication.

LEADERSHIP

Serving as an extension of our client’s IT leadership.

ONE-ON-ONE

Personal user support for daily technical needs.

COMMUNITY FOCUS

Providing the communication channel for all service management within the user community – including change requests and software licensing.

ONGOING IMPROVEMENTS

Continual development and growth of client-specific knowledge base to improve response and service over the life of the relationship.

Success Stories

Unitas Global offers good management on the Unitas Atlas platform, in which they have invested a lot to help them monitor infrastructure. It’s a great service.

Managing Partner

Tronox and Unitas: Video Case Study

Top Mining and Manufacturing company utilizes Unitas Global for the infrastructure management, monitoring and service desk capabilities allowing the client to focus on what matters most: their core business applications. 

Hybrid Cloud Transforms Largest US Satellite Broadcaster

A highly seasonal workload and a static, fixed infrastructure represented the perfect opportunity to leverage hybrid cloud. Find out more about the transformation that resulted at this Fortune 250 brand.

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