A dedicated, bilingual service desk that operates as an extension of your team. ITIL-aligned processes, tiered support structure, and SLA-backed response times — without the overhead of building an in-house team.
Setup Your Service DeskL1 through L3 support with clear escalation paths. First-call resolution for common issues, specialist escalation for complex problems. All in English and Japanese.
Phone, email, chat, and self-service portal. Tickets are automatically categorized, prioritized, and routed to the right team.
Defined response and resolution targets with real-time tracking. Monthly SLA reports showing performance metrics, trends, and improvement areas.
We build and maintain a knowledge base of common issues and solutions specific to your environment. This accelerates resolution times and enables self-service.
Understand your IT environment, common issues, user base, and service expectations.
Configure ticketing system, phone routing, knowledge base, and escalation procedures.
Gradual handover from your current support process with parallel running to ensure continuity.
Continuous improvement based on ticket data, user feedback, and SLA performance metrics.
Outsourcing our service desk to Thinkers GK was transformative. Our users get faster responses in their preferred language, and we freed up our senior engineers to focus on projects instead of password resets. The monthly SLA reports keep us fully informed.
Let's discuss how a dedicated service desk can improve your team's productivity and IT experience.