Service
Desk
We’re your front-line customer experience team, here to resolve all your requests and issues so you can focus on what matters.
What problem do we solve?
Many companies face the same issue with support: a faceless, ‘tick-and-flick’ system that leaves them feeling like just another number in a long queue.
We take a different approach. Our Service Desk is a true partnership, one where we take the time to get to know you and your business, where we work proactively behind the scenes to reduce issues and make every interaction a positive experience.
How we help
Proactive support
Our approach is built on ITIL-aligned processes and best practices. We spot patterns early, fix root causes and keep your systems running with fewer disruptions. This means reliable, consistent support every time.
People who care
Our friendly, Australian based Service Desk teams listen carefully to your requests and are equipped to resolve issues quickly.
Clear service options
A simple, transparent service catalogue and defined SLAs give you clarity on what we offer, when you can expect it and how we’re performing.
Accountability you can trust
Transparent reporting means that you’ll always know how we’re meeting your business needs. With full visibility, results are measurable and performance is never left to guesswork.
Core technologies
Our Service Desk leverages industry-leading tools and platforms to deliver fast, efficient, and reliable support, including:
- IT Service Management (ITSM) platform ServiceNow for streamlined ticketing and workflow automation.
- Contact Centre Solutions including CXone for seamless multi-channel customer interactions and superior user experience.
- Remote Support Tools such as Quick Assist, SCCM and Microsoft Teams to quickly troubleshoot issues regardless of location.
- Monitoring & Alerting Systems like Nagios and Splunk to proactively detect and resolve incidents before they impact users.
- Collaboration Platforms such as Microsoft Teams for seamless communication within our team and with clients.
- Knowledge Management Systems to provide quick access to solutions and empower self-service for users.
We continuously evaluate and adopt new technologies to enhance your support experience and maintain business continuity.
Your core operations. Our core expertise.
Let's talk support
Enquire today to discover how NRI’s Service Desk keeps your people productive, your systems stable, and your business moving forward.
