Let your internal IT team focus on more strategic projects by outsourcing your service desk functions to SWC.

Realize the Value of

Outsourced Service Desk

  • 24x7x365 qualified IT support (ITIL aligned)
  • Continuous monitoring to keep your organization up and running and protected
  • Benefit from a wide array of IT expertise and mature knowledge base
  • Reduce the risk of unbudgeted support costs with our predictable cost models
  • Free up your internal personnel to focus on strategic initiatives
  • Increase your end-user satisfaction and overall productivity
  • Keep up with digital transformation – be the disrupter in the market, not the disrupted

SWC’s Outsourced Service Desk Framework

Step 1: Assess and Onboard

SWC will conduct initial assessment to gain insight into user & desktop environment, identify roles and responsibilities, determine a transition plan, and define service levels and policies and procedures. During onboarding, SWC will install, implement and test our tools and processes and prepare the communication plan, ensuring a complete, documented transition before going live.

Step 2: Workstation Data Collection

In order to gain visibility into the health and performance of your workstation environment, SWC will remotely gather data on your workstations and perform an initial scan of your network to collect data on all workstations. *

Step 3: Workstation Patch

Timely patch management is critical to the security and stability of any end-user computing environment. For Windows workstations and Microsoft Office, SWC remotely install updates, security and critical patches after testing on our own workstations. Updates will be applied throughout the month during a defined maintenance period as they are released. SWC will deliver will deliver a monthly patching report.

Step 4: End-User Support

Our team of dedicated remote SWC Service Desk engineers will be available to provide comprehensive end user support for your users. Functional escalations between SWC and Customer’s IT team are seamless with the goal of expediting ticket resolution and increasing user satisfaction and efficiency.

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The SWC Delivery Team

SWC’s Service Desk team is responsible for ensuring overall client satisfaction and the successful execution of services. Our delivery team is 100% on-shore, full-time SWC employees to ensure we are providing the most consistent, high-touch experience every time you pick up the phone. During onboarding, SWC ensures our responsibilities are well-defined alongside your team and any other vendors for guaranteed SLAs. Your relationship is led by a dedicated Service Delivery Lead, who will provide delivery and operational oversight and act as the central point of contact.



How much of your IT team’s time is spent on resetting passwords instead of high-value initiatives?

Based on over 35-years of experience helping organizations transition to updated support models, SWC has developed a free, data-driven solution to help you benchmark your current Service Desk performance and determine a path to Modern IT Management.

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IT Service Desk