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Service desk

Transform your service desk solution capability.

Create an exceptional employee experience for your team and improve the customer journey with digital enterprise service desk solutions and platforms.

Our automation and artificial intelligence (AI) capabilities can help shape your service desk solutions, enabling your people to focus on higher value engagement and delivering meaningful outcomes.

Datacom turns your service desk ambitions into a reality, customising and implementing innovative IT support models to meet your organisation’s broader needs.

We can help you maintain a focus on the customer by using contemporary intent mining and quality assurance practices to identify trends across channels and data. Use these insights to minimise service disruption and discover opportunities for AI and virtual assistant (VA) automation.

Our team works closely with you to understand your unique service desk objectives, and seamlessly transition new services while ensuring effective change management for your people across your organisation.

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360-degree insights
Change management
Lighten the service load
Seamless integration
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360-degree insights

Datacom’s tailored reporting delivers timely and relevant 360-degree insights to your team, providing the ability to collect data points such as events, incidents, and service requests to optimise and innovate operations. Real-time and customisable dashboards assess situations as they arise, allowing immediate operational adjustments.

A customer service representative with a headset
360-degree insights
Light Blue tick icon

360-degree insights

Datacom’s tailored reporting delivers timely and relevant 360-degree insights to your team, providing the ability to collect data points such as events, incidents, and service requests to optimise and innovate operations. Real-time and customisable dashboards assess situations as they arise, allowing immediate operational adjustments.

Change management employed with precision

Change management employed with precision

Ensure consistent and efficient implementation of automated workflows. Set up safeguards with the reassurance that your team have the structure they need to deliver positive outcomes consistently.

Lighten the service load

Lighten the service load

Our Datacom team is experienced at delivering tangible results throughout the process, and we work closely with your team to understand your objectives and transition services.

 

Simple and seamless integration

Simple and seamless integration

Leverage every facet of your digital toolbox to enhance your organisation’s service delivery. Build on your existing platforms and turn your IT service desk vision into a reality.

Ebook: How to build a knowledge system
Keep knowledge at the core of your CX and EX.
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Our expertise includes

Our partners

Rapid issue management and resolution

Take back control of your IT service desk and amplify the efficiency of your IT and ticketing workflow process.

Datacom’s service desk solutions can amplify the efficiency of your IT operations through:

  • Reducing the rate of outages
  • Enhancing the productivity of your agents
  • Delivering on service-level agreements (SLAs)
  • Providing end-to-end management of your IT ticket lifecycle

By implementing world-class service desk solutions and industry-leading automated workflows, your business will reach the highest level of service quality and customer satisfaction.

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Anticipate, resolve and overcome roadblocks

Predict and prevent incidents and obstacles on your customer journeys and streamline the process for your people, empowering teams to provide more effective customer focused outcomes.

Give your team the tools they need to exceed expectations by providing a seamless service. Our innovative team use their industry-leading skills to minimise friction between people, technology and processes.

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The perfect blend of world-class tech and local know-how

Specialising in creating exceptional CX journeys, Datacom is a customer experience-driven organisation at heart, handling millions of successful transactions across Australia and New Zealand every year. We see first-hand the correlation between meaningful, connected customer experiences and positive, quantifiable results.

With a focus on delivering long-term commitments that solve human problems, we impact our customers and communities by unlocking the power of technology.

Our partnerships with the world’s most innovative technology providers mean we offer the right IT support and service solutions for your business — and customers — with consistently successful results.

Contact us today to find out how we can help you change the experience of your team, customers, and the communities you serve by harnessing CX technology in your business.

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Useful links

  • Contact centres

    Give your team the tools to make things better for your customers. Learn more
  • Experience technology

    Create seamless, personalised customer experiences – every time. Learn more
  • Experience

    We create technology experiences that optimise what you do today and prepare your business for tomorrow, so you can achieve the future you have in mind for your people, customers and organisation. Learn more
  • Workforce management

    Maximise efficiency and workforce productivity to shape excellent customer and employee experiences. Learn more
  • Business process outsourcing

    Elevate your customer experience and drive front-line engagement with smarter back-office processing. Learn more
  • Frontline assistance support tool (FAST)

    Fast-track your contact centre operations with ultimate efficiency. Automate tasks, reduce response times, and fast-track training and competency. Learn more