Your Global 24/7 IT Service Desk Partner: Frontline
In a world where businesses never sleep, your customers demand support at any time of day or night. Frontline provides a comprehensive 24/7 IT service desk, ensuring seamless coverage that spans continents and time zones. With over 200 languages supported and a robust follow-the-sun model, we’re here to keep your business running smoothly—no matter where your customers are or when they need assistance.
What Sets Frontline Apart?
1. Global Reach with Local Expertise
Frontline’s network spans the globe, with interpreters and team members ready to assist in over 200 languages. Whether your customer is in the UK, the US, Japan, or anywhere else, our service ensures consistent, high-quality support tailored to their needs.
2. Follow-the-Sun Support Model
Time zones are no longer a barrier. Our follow-the-sun model ensures that every incident is routed to the right expert, in the right time zone, at the right time. For example, if a P1 (Priority 1) issue arises, we immediately assess where it can be most effectively resolved, whether that’s in the UK, US, or Japan, during their respective working hours.
3. Customer-Focused First Line Assistance
We may not be technical experts, but we’re experts in customer care. Our team is trained to handle initial inquiries, log incidents, and dispatch them to the appropriate experts within your organisation. We act as an extension of your first-line helpdesk, providing empathetic and professional support to ensure your customers feel valued and understood.
How We Work with Your Business
When a customer contacts your IT service desk, our role begins. Here’s how we streamline the process:
Incident Logging: Every call, email, or ticket is meticulously logged and categorised in your existing systems.
Prioritisation: Issues are assessed for urgency, with P1 issues immediately escalated.
Dispatching Experts: Tickets are passed to the most suitable team based on time zone, expertise, and availability.
Customer Communication: We keep your customers informed at every step, ensuring they know their concerns are being addressed.
Who Benefits from Frontline’s 24/7 IT Service Desk?
Our services cater to businesses with a global customer base, such as:
Multi-National Database Companies: Ensuring engineers across continents collaborate seamlessly to resolve high-priority issues.
Software Providers: Offering round-the-clock support for user queries and system alerts.
Managed Service Providers (MSPs): Enhancing client satisfaction with uninterrupted service desk operations.
App Developers: Responding to user feedback, bugs, and feature requests at all hours.
The Frontline Advantage
Scalable Support: Whether you’re handling 10 calls a night or 1,000, our services adapt to your needs.
Streamlined Processes: We integrate seamlessly with your existing workflows and ticketing systems, ensuring a smooth operation.
Proven Results: Our empathetic, customer-first approach builds trust and satisfaction, enhancing your brand reputation.
Language Coverage: With interpreters for over 200 languages, no customer is left unsupported.
Real-World Example: Success in Action
A multi-national database company relies on Frontline to manage their 24/7 service desk. When a P1 issue arises, our team assesses the nature of the problem and determines that the best resolution can be achieved by their US-based engineers during working hours. The ticket is seamlessly passed, the issue resolved, and the customer kept informed throughout the process. This approach minimizes downtime and maximises efficiency.
Partner with Frontline for Seamless Global IT Support
Your customers expect exceptional service at all hours, and your business deserves a partner who can deliver it. Frontline’s 24/7 IT service desk combines empathy, efficiency, and global expertise to keep your operations running smoothly. Whether it’s initial incident logging or escalating complex issues, we’re here to ensure your customers are always supported.
Contact Frontline today to discover how we can tailor our services to meet your needs and enhance your global support strategy.