What’s the difference between EI’s ISC and a NOC?

While there are similarities, we’ve made the process easier. We’re not an overseas NOC service center. We’re 100% U.S.-Based and when you contact us with an issue, you’ll work only with our expert U.S. operations center staff. We also have1st contact resolution, so you won’t be bounced around from department to department. Additionally, we’re utilizing the tools we’ve developed to help deliver the promise of IT. EndPoint Experience and Digital Robotics Engine, just to name a couple, have been integrated across our operations center to help make life easier and to get you back to work faster.

Finally, the Next Generation
Service Desk Has Arrived

And it is here for you 24 hours a day, 365 days a year

Don’t Settle for Just Any Service Desk When You Can Rely on Our Integrated Service Center™

You’ve called a traditional Service Desk before. You probably spoke to someone far away who didn’t know, or care, about your problem. You may have had to call more than once to get your issue resolved. And you likely felt frustrated before your issue was resolved.

Now imagine calling our Integrated Service Center™, a centralized, single-point-of-contact that captures all incidents, combining the next level of IT prowess, process efficiency, and customer service of our Service Desk and the proven, fine-tuned monitoring systems of our Network Operations Center.

At its core is the set of IT Service Management best practices that allow us to boast first-contact and problem resolution rates that make it shockingly quick and easy for you to get back to work.

You’ve tried the rest. Now try the best.

A Next-Level Service Desk That Delivers

Centralize visibility of information in an IT Service Management System
Reduced Mean Time to Resolution (MTTR) with a single point of contact for incident and problem resolution
Save extensive costs from not having to fund the salaries and tools capable of delivering 24/7 monitoring, alerting, triaging and resolution services

Drastically improve the customer experience and overall satisfaction with IT
Expert technicians empowered with the knowledge and tools to quickly identify the root cause of issues
Recognize increased uptime and cost savings from taking advantage of proven continuous improvement processes

Reduce downtime when priority incidents are well-managed from intake to resolution
Extensive and ever-growing knowledge base of known solutions for quicker remediation of recurring issues
Eliminate ticket thrashing between service teams with a centralized Service Desk with proven, predefined routing and categorization processes

Frequently Asked Questions About ISC

Q: What is the Integrated Service Center (ISC)?

A: It is an automated service desk that serves as a client’s single Point of Contact (POC) for managing events (incidents and service requests) to resolution. The service desk facilitates the restoration of normal operational service to minimize business impact to the client. The service desk is available 24 hours a day, 7 days a week, and utilizes Information Technology Service Management (ITSM) best practices to record, route, and manage the timely response to all service requests.

Q: What separates ISC from the competition?

A: It is primarily US based. Plus, our service desk engineers are not a typical level 1 resource; many are level 2 or higher, consisting of a multitude of technology certifications from basic ITIL and A+ to fully fledged network, security and systems engineers. Also, our teams have a strong focus on continuous improvement, trend analysis and reoccurring event identification and remediation to help you save time and money.

Q: How will ISC help your company?

A: The ISC’s focus is on the customer experience, which is measured through call and ticket reviews. Our highly trained staff will build trust in your organization and help you build a high level of customer satisfaction which can lead to repeat business and good word of mouth advertising. We also help you avoid costly downtime and solve issues fast through root cause identification and remediation and P1 coordination, escalation and remediation.

Q: What certifications does EI have that are directly involved or correlated to ISC?

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Finally, the Next Generation Service Desk Has Arrived