Brocent's APAC 24×7 Help Desk is an ITIL-based, multi-lingual Global Service Desk (GSD) serving as the central Service Command Center for Asia clients. Operating from decentralised centres in China, Hong Kong, and Malaysia, the helpdesk handles approximately 15,000 IT incidents and service requests annually — available via phone, email, web chat, or secure portal. No capital investment required from the client.
为什么选择博迅
- ~15,000 incidents handled annually
- 90% calls answered within 40 seconds
- 150+ engineers, 70+ disciplines
- No client capital investment required
服务内容
24×7 Bi-Lingual Help Desk
Around-the-clock Tier 1–4 engineers providing support in Mandarin, Cantonese, and English — handling all inbound IT requests and incidents from anywhere in the world.
90% Calls Answered Within 40 Seconds
Industry-leading answer rate with 150+ helpdesk individuals holding certifications across 70+ disciplines — covering BYOD, O365, mobile, VDI, virtualization, security, and DR.
Outsourced & Private-Label Help Desk
Full or part-time outsourced desk for internal employee support. White-label service available for European, US, and APAC IT partners — branded portal and custom escalation paths included.
Broad ITIL-Based Service Scope
Covers incident and problem management, change management, new employee onboarding and exit, remote workstation management (Mac & Windows), vendor liaison for third-party issues, and monthly SLA metric reporting.
Server & Desktop Managed Remotely
Proactive remote patching, backup, and 24×7 monitoring — with live phone and internet support; escalates to on-site dispatch if remote resolution is not possible.
ITSM Platform Integration
Integrates with ServiceNow, SDP, Jira and other major ITSM platforms. Tiered SLA with custom requirements, custom portal branding, and self-service ticket tracking available.