SCT provides a tailored and personal approach to incident management, 24/7. This is designed to resolve business-critical issues quickly, by providing technical guidance and rapid hardware replacement. Delivering service excellence is our priority, and we always do our utmost to minimise any IT outages our customers encounter.
Our Service Desk team is made up of highly qualified agents and engineers who provide first-, second- and third-line multivendor support, 24 hours a day, 365 days per year. In fact, it is our team’s constant ‘can-do’ work ethic that undoubtedly drives our success. Trained in the principles of ITIL, our Service Desk team uses best-practice methodologies, including rapid escalation to senior-level engineers, or technology specialists, whenever required.
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What is ITIL?
The IT Infrastructure Library (ITIL) is a framework of industry best-practice principles for delivering IT services, first developed by the British government’s Central Computer and Telecommunications Agency (CCTA) in the 1980s. These globally recognised methodologies for IT service excellence are embedded in our Service Desk culture, at both a system and personnel level. This underlies the high-quality services we deliver, and also enables us to rapidly evolve, when needed, to become increasingly efficient and ensure we continue to always meet the needs of our customers.
What management systems do SCT use?
SCT uses ServiceNow as its IT workflow platform, which enables our Service Desk to better fulfil the specific business requirements of today – providing greater agility, scalability and flexibility.
Such process automation has become vital to ensure we can deliver the very best service to our customers and continue to exceed their expectations in future.
“Our customer recently had a part fail in their network. This was critical and support had lapsed, so we contacted SCT to find it had the part in stock and arranged to have it despatched to site within three hours – fantastic service!”
Field Services Team Leader
Global IT Infrastructure and Services Provider
A huge thank you
"I just want to say a HUGE thank you for all your help over the last two support calls we’ve made. You have been super-efficient and so extremely helpful, with constant updates and quick information – it has been a real joy to work with you guys. A lot of our other support partners could learn a thing or two from you!"
Global Telecoms Company
SCT offers a highly flexible, smart hands, field engineering support service that seamlessly blends with all its partner’s current and future operational needs.
We work in close partnership with you to gain a thorough understanding of your requirement then deliver the best complementary field engineering services to help you fulfill your objectives.