Network Overdrive offers you a single point of contact for all your IT requirements. We can manage your third-part vendors including internet providers, key applications and mobile phones.  We are much more than a help desk, we are your trusted business IT service desk.

More than just a help desk

No longer do you need to worry about who to contact to resolve an issue. You can instruct your staff to contact us and we will either resolve it or escalate the problem to the appropriate vendor. Because we can talk about the issue in a technical way we are often able to resolve the issue faster – and of course it means your staff can focus on their duties rather than chase vendors.

The additional bonus is that by funnelling all your IT requests through Network Overdrive we will be able to provide you with consolidated reports on your staff’s use of the service desk. This can help highlight stress points and training issues that should be addressed to improve productivity.

Network Overdrive’s service desk operates using ITIL principles. ITIL stands for Information Technology Infrastructure Library and this model was initially advanced by the UK Government and its Department of Government Commerce and has quickly become the standard for best practice in the provision of IT Services.

When your staff contacts our Service Desk the request will be recorded and categorized into importance. They will then be escalated to the appropriate specialist to resolve. Requests will be categorized as either:
a) ‘Incidents’ where the goal is to return operations to normal functioning as soon as possible.
b) ‘Problems’ where the goal is to establish the root-cause of the problem
c) ‘Request for Change’ where the goal is to establish the complexity of the request and develop an appropriate plan, approval and costing for the change.

This can be summarised in the following flow-chart:

Call us today to learn more about our business service desk and break free of your help desk.