Service Desk
The Bunker Service Desk – Service with Confidence
The Bunker Service Desk is manned 24/7/365 and is fully integrated with our Network Operations Centre located at our site in Ash, Kent. This integration is vital in providing the right solution and the right people at the right time. The service desk is your single point of contact to manage requests large or small.
We offer a comprehensive support structure with which you can use as little or as much as is appropriate to your business. The Bunker’s ability to rapidly flex our BAU (Business As Usual) service offering means we keep pace with you and your requirements, twenty four hours a day.
By using ITIL v3 Service Management processes we support the full service lifecycle, to rapidly and proactively detect, monitor and resolve service desk requests rapidly and professionally.
Customer Satisfaction
Our approach to customer care is to support it with a culture of sharing information between teams. The sales, projects, service delivery and account management teams take the time to understand what the customer wants to achieve and provide the information needed to achieve this. Being a medium sized business, with all customer facing teams in one office means that we share knowledge effectively, throughout every stage of our customer relationship.
Incidents and Events
Resolutions and workarounds delivered to SLA first time. We believe that a single point of contact with empowered individuals is the key to a good customer experience and as such we invest heavily in our front line team members.
Proactive, Problem Prevention
Through rigorous management of our knowledge database, our internal training, tailored around each client profile ensures we can and will commit to ensuring that where possible an issue does not become a problem starting from a thorough root cause analysis through resolution to an auditable error resolution report.
Evolution not Revolution
At The Bunker we don’t rest on our laurels, your business is important to our business and as such we need to keep innovating not only from a technical perspective but also from a process point of view. Our history of innovation in the use of technologies and acclaimed work in security ensures that as we learn our service improves. This knowledge not only translates directly into service improvements but also as a stated strategic deliverable we commit to ensuring that you as a customer have full visibility of how we manage not only your incident and problem management but also our best practice ITIL based change process.
Change Management
We use a mix of Full Change Management and Change Management Lite. Both are rigorously and diligently managed using ITIL approved processes by our Change Manager and Change Advisory Board. Once again this gives us the ability to react in a timely yet controlled manner to all your needs.
Your Service Management and Statistics
We appreciate our client’s need to have real time data at their fingertips regarding all elements of their service delivery.
As a Client we offer you a full service management review on a regular basis to suit you at your site where we can discuss the quality and delivery of your service and where we might increase the value proposition.
We can also offer you the use of a customer portal account that is tailored to your needs with visibility of any of the following options and more:
- Visibility of Incident, Problem and Change tickets
- Online Service Delivery to SLA report facility
- Service Desk KPIs
- Bandwidth and Power reports
- Billing
- Secure access to a broad knowledge database of known errors
- Monitoring Points review
We think about security from three distinct perspectives: Physical, Digital and Human. Our label for this approach is The Bunker Protocol™ and we apply it to everything we do. It’s proprietary and unique to Bunker-built systems. It has been developed as a result of our deep experience in delivering secure application environments, our contributions to the internet security industry, and our unique facilities. The Bunker Protocol™ framework comprises of three parts:
Military-Grade Data Centres - in our underground bunker outside the M25 in Kent and our mirror facility in Berkshire. Both are protected by integrated processes for physical, digital and human security.
Hardened Source™ – our unique combination of open source and proprietary technologies built and integrated in-house from the source code up.
Flexible Support - our service desk uses ITIL v3 best practices for all service requests, and you decide what amount of incident management is appropriate to your in-house skill set and business processes.
