Service Desk

IDF helps you build a reliable support infrastructure.

The IDF Service Desk is a logical choice for a help desk solution. We efficiently deliver a consistently high level of service, reduce vendor management, and lower your overall cost of doing business.

Client satisfaction, a strong focus on the training of our service representatives, and measuring our performance are at the heart of our business philosophy, and we are relentless in our pursuit of ongoing improvement. We continually look for new ways to apply our expertise to your operational advantage.

IDF engages only talented professionals who understand the human side of technology, foresee the unique challenges that technology presents, and possess the passion necessary to successfully coordinate and execute your customized solution. Bottom line: we provide fast, efficient and expert technical support.

We combine the right people, best practices, process-driven methodologies and industry-leading tools to deliver a custom help desk solution that exceeds expectations. Our proven processes, coupled with our continuous process improvement measures, ensure that you consistently receive exceptional service to support your business objectives.

Dedicated Telephone Number?? Dedicated portal?? Dedicated email??

IDF establishes a dedicated telephone number for your organization,  which is answered with a greeting customized to your specifications.

Client Support Team Manager

Each team within the IDF Service Desk is managed by a Client Support Team Manager. The manager’s responsibilities include:

  • Managing the support team
  • Monitoring the service level objectives on a daily basis
  • Serving as a single point of contact
IONS Portal

IDF’s Web-enabled support tracking system closely monitors all support tickets. This tool is used to capture, track and report on important ticket management information.  IONS Portal output helps you proactively and effectively manage your technology environments. We also provide customized tracking reporting to:

  • Identify trends
  • Track call volume and fluctuations
  • Analyze IDF‘s performance against the SLA
  • Measurable Benefits

Our mission is to support your efforts in serving your own clients’ needs because we’re successful when you’re successful. The IDF Service Desk solution delivers the added value of process ownership while measuring our value through established Service Level Agreements.

Other Services Include

  • Desktop Implementation / Support
  • Server Implementation / Support
    • System i
    • OS/400
    • System x
    • MS Windows
    • Linux
    • Lotus Notes / Domino
  • Network Infrastructure Implementation / Support
  • Network Security Implementation / Support
  • IT Project Management
  • Software development
    • VB.NET
    • SQL
    • IVR
    • Java / JSP
    • COBOL
    • AVR / AVR.NET
    • RPG / ILERPG
    • C ++ / C#
    • HTML / XML
  • Website Development / Hosting / Management
  • Data Management Services Implementation / Support
    • High Availability
    • Disaster recovery
    • Off-site backup
    • IBM Premier Warranty Service