A Service Desk is the single point of contact between your employees and IT support. It handles incident resolution, request management, process automation, and improves the user experience, leading to greater efficiency, productivity, and control. 

Our model follows ITIL best practices and is tailored to your internal processes and policies for fast, high-quality support. 

• Reduced downtime 

• Increased team productivity 

• Lower IT costs 

• Higher internal user satisfaction 

Yes. Our solution is scalable and customized to serve both midsize and large companies with complex IT environments, ensuring agile, efficient support. 

Implementation is fast and structured. We start by mapping your processes and requirements, then configure the tools, define the service catalog, and train the team to ensure a smooth, disruption-free transition. 

Absolutely. Our team is available 24/7, including weekends and holidays, so your employees receive support whenever they need it, reducing downtime and keeping your systems running continuously. 

No. We offer both remote and on-site support, based on your company’s needs. This provides the flexibility and responsiveness required to resolve issues effectively. 

Yes. Every ticket is automatically tracked and prioritized, giving you full transparency and control over ongoing support requests. 

Yes! Belago provides detailed reports and dashboards with metrics like: 

• Average handling time (AHT) 

• First contact resolution rate (FCR) 

• Most frequent ticket categories 

These insights help you make strategic decisions and continually improve support quality. 

A reactive Service Desk only acts after incidents occur. A proactive Service Desk monitors systems 24/7 and uses automated checks to prevent failures before they happen, minimizing disruptions. 

We apply automation, intelligent workflows, and a structured knowledge base to solve common issues quickly, often without needing to open a ticket. 

This reduces ticket volume and allows your team to focus on more strategic work. 

With well-defined processes, automated flows, and clear communication, our Service Desk reduces response times, avoids rework, and delivers a smoother, faster support experience. 

We also offer self-service portals, chatbots, and dynamic FAQs to solve simple issues instantly. 

By preventing failures, continuously monitoring systems, and providing rapid resolution, our Service Desk minimizes downtime, prevents productivity losses, and reduces emergency fix costs. 

We provide multi-level support to match incident complexity: 

• Level 1 (L1): Initial support and resolution of common issues 

• Level 2 (L2): Diagnosis and resolution of more complex incidents 

• Level 3 (L3): Advanced support by specialists and engineers for critical issues 

This ensures each problem is resolved with the right level of expertise. 

Yes. You can choose to outsource just L1 support and keep advanced levels in-house, or opt for full Service Desk outsourcing (L1, L2, and L3). 

Support can be remote, on-site, or hybrid, whatever best suits your operation.