ITIL Service Desk Service

Over the last 15 years, the AMS name has been built and solidified on our superior Service Desk services. AMS customers rely on the 24x7x365 global service because they know we will relentlessly pursue the right solution to any problem they have, and it will be done with the utmost efficiency and professionalism. From the experts you talk to on the phone to the technicians we dispatch in the field, AMS employs the best at what they do.

Our remote Service Desk manages 40,000 calls annually for over 3,000 customers in 85 countries worldwide in various industries. AMS’ in-depth knowledge and expertise in call handling enables us to provide customers any degree of support required, ranging from general product / service inquiries to 1st call resolution.

Key Features of our Service Desk Service 24x7x365, off hours support or customized hours as needed Level I operational support and technical dispatching Level II technical and 1st call resolution support Proactive customer notification of service outages Network and communication asset tracking Language support Single point of contact for customer business and operational requests General inquiries and call management Call and message recording Service Level Agreements Disaster recovery assistance 24 x 7 Support with Proven Results AMS’ ITIL-based IT Service Desk—a 24x7 call center for customers in over 85 countries—is a one-stop support resource for all business processes involved in maintaining airport systems.

Here's what one of our clients says about us:   "AMS' service desk is staffed by knowledgeable, professional and courteous people.  When contacting them, we experience virtually no hold time, have our issues resolved quickly and are able to track their performance via a Service Level Agreement. We are extremely pleased with their performance and feel their service desk support provides outstanding value for our organization." Ralph Riddle, President SI2 Services

Basic troubleshooting over the phone results in many issues being resolved immediately—90% of them within 20 seconds. No matter what, a trouble ticket is generated automatically based on caller information and the incident is tracked until it’s resolved through systematic escalations based on predetermined business practices.

AMS’ Business Process Management System allows our customers to plainly see how we are meeting your contractual requirements through:

• Rapid Response
• First and Second-Level Technical Support
• Network Monitoring
• Electronic Dispatching
• Trouble Tickets
• Preventive Maintenance
• Problem Management
• Asset Management
• SLA Management
• Customizable Reports

To find out how ARINC Managed Services can reduce your support costs and improve your operational efficiencies, please contact us today for a free service desk consultation! Most of AMS’s service desk engagements are custom, and support can be tailored to meet any need.

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