ITIL/ITSM Service Desk
CPL’s ITIL/ITSM Service Desk function provides multilingual support for desktop, server and storage customers on a sub-contract basis to major system integrators and technology outsourcers/tier 1 outsourcers on a price per-call or per-case basis.
ITIL (Information Technology Infrastructure Library) is a subset of ITSM (IT Service Management) and carves up the activities within the IT industry into discrete functions. CPL’s Service Desk offering follows the formal ITIL/ITSM structure.
The Service Desk is the central point of contact with users/customers and acts also as a focal point for reporting incidents (disruptions or potential disruptions in service availability or quality) and for users making service requests (routine requests for services).
The staff used are all permanent employees of CPL Managed Services and are recruited throughout the EU, but are mostly based in Ireland . These IT workers are native speakers who answer service desk calls originating from their home countries, providing a seamless ‘local’ service to the end customer.
CPL is one of the largest providers of multilingual service desk services and its 1,000 employees in this area speak 20+ languages and currently handle incidents and service requests on a pan-European basis in 14 languages