Flooid provides a professional 24-hour x 365-day Service Desk operation that delivers consistently high levels of customer service across a range of support level options.
Our Service Desk operation is delivered via our head office in Birmingham, UK, working with partners across the globe where appropriate. Our service is provided through Jira Service Management, associated processes and bespoke tools. The Service Desk provides a single point of contact for all customers and will facilitate the restoration/recovery of normal operational service with minimal business impact to the customer within contracted service level agreements. Our support infrastructure follows the ITIL methodology and is divided into the following areas:
1st, 2nd and 3rd Line Support
Incident Management
Third party Management
Problem Management
IT Service Request Fulfilment
Service Transition
Customer Success Management
Flooid provide extremely comprehensive reports on all elements of the services provided, including Continuous Improvement Recommendations. Our Customer Success Managers facilitate a monthly Service Review which is tailored specifically to report on all aspects of the contracted service.
