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Service Desk

Escalation, tracking and resolution for all of your IT issues

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Service Desk

The best features of a service desk depend on the specific needs and requirements of an organization, but here are some general features that are commonly considered to be important for a service desk. Overall, the best features of a service desk should prioritize effective communication, efficient issue resolution, and user satisfaction.

Effective Communication

A service desk should have effective communication channels such as email, phone, chat, or self-service portal. It should be easy for users to get in touch with support engineers and receive timely and accurate updates on their issues.

Knowledge Base

A knowledge base that includes frequently asked questions, common issues, and known solutions can help users resolve their issues quickly and reduce the load on the support team. The knowledge base should be regularly updated and maintained.

Ticketing System

Utiliware’s Service Desk ticketing system allows users to log their issues and track the progress of their requests can help the support team manage and prioritize their workload.

Skilled Support Engineers

The support team should be composed of skilled and knowledgeable engineers who can effectively troubleshoot and resolve issues. They should have access to relevant tools and resources to support their work.

Metrics and Reporting

A service desk should track and report on key performance indicators such as ticket volume, resolution time, and customer satisfaction. This information can help the organization make informed decisions about resource allocation and service improvements.

Service Level Agreements (SLAs)

SLAs can help set expectations for response and resolution times and ensure that users receive timely and effective support. SLAs should be clearly defined, communicated, and measured regularly.


Backup management is an important aspect of service desk operations, as it ensures that critical data and systems can be restored in the event of an outage, data loss, or other unexpected incidents.

Patch Management

Patch management is an important part of any Service Desk’s responsibilities. It involves identifying, downloading, testing, and deploying software updates, or patches, to fix vulnerabilities or bugs in software applications, operating systems, or firmware.


Automation of Continuous Integration and Continuous Delivery processes to enable your team to quickly build and deploy your applications. DevOps Automation can help add agility to your application build and deployment process.

Cloud Management

Utiliware’s Cloud Management team has the expertise to architect and provision cloud-based services on popular cloud platforms such as AWS, Azure, and GCP. This includes setting up cloud infrastructure, deploying applications, and managing workloads through their lifecycle.

Network Management

Our Network management involved in monitoring, maintaining, and optimizing computer networks to ensure they are secure, efficient, and reliable. We manage all aspects of firewall, routers and switching gears.

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