Service Desk

Here at SharpTel, we believe that a responsive and meaningful Customer Service Desk is a pinnacle in building stronger client-vendor relationship. Therefore, our paramount objective is to serve our prestigious clients with fastest and most effective level of support 24 hours a day, 7 days a week!

Our Service Desk is a packaged, scalable solution designed to improve productivity, save costs and crucially to ensure that the business is in control. This means being fully aware of incidents when they happen and when they are resolved; fully aware of performance against SLA; and fully aware of the value of the service desk to the clients.

Our Service Desk delivers:

  • Single Point of Contact for all complains and service modifications
  • 24×7 support with hierarchical escalation matrix
  • Change and configuration management
  • Service Level Management
  • Enhanced customer experience
  • Control and management report
  • Service integration

The technical layout of our Service Desk is designed to receive and interpret the fault rapidly through state of the art Network Monitoring System (NMS). Our system is designed to decrease or eliminate downtime to least possible level promising quicker resumption of service. Together with customer interaction and history, our service desk constantly updates its knowledge base to help avoid similar obstacles of service in future and recommends more evolved solutions to ensure maximum productivity.

We also believe that a client should have complete transparency of the company’s hierarchy for added support and satisfaction. For that matter, a level-wise escalation matrix is in line for customers’ better understanding of the organizational ladder.

Escalation Levels Timeline Designation
Level 1 Immediate Support Engineer
Level 2 2 Hours Senior Support Engineer
Level 3 3 Hours Key Account Manager
3 Hours Head of Corporate Support
Level 4 6 Hours Head of Corporate Business

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