Service Desk

Service Desk Helps Companies Focus on Productivity

There are many reasons that demand is increasing for trustworthy third-party service desk options. For companies that produce many types of products, effectiveness in distribution becomes a big challenge. Especially in Fast Moving Consumer Goods (FMCG) companies such as Unilever, Sentosa Karya Gemilang, Khong Guan etc.

However, with the growth of information technology, distribution management has become easier because for every phase there are softwares and applications, from for warehouse records to sales.

For companies that have a distribution as their core business, they need DMS (Distribution Management System) applications to support their distribution operations. To be able to continue to develop in accordance with business growth, an integrated, up-to-date application is needed and requires continuous maintenance.

All of these may be done internally by the company, but companies need to focus on their core business and require complex applications and global standards.

According to Singgih Tjahjono, the Chief Executive Office (CEO) of Pratesis, “The main reason why we introduced this service is to answer the pain point of companies in ensuring business continuity, especially in the IT area, so that day to day operations can run smoothly without interruption, so that companies can focus more on their main business.”

Firstly, what is Service Desk? Based on guidelines from the Information Technology Infrastructure Library (ITIL), Service Desk is a Single Point of Contact (SPOC) between service providers and customers or users. In other words, Service Desk is a communication center service, where customers (users, employees and stakeholders) can seek assistance for their IT problems, and then this support team deliver solutions to the customer in time.

“Service Desk is the result of the transformation of the helpdesk. If the helpdesk is a tactical, reactive, task oriented, break/fix approach, user focused and has fewer resources. Then, Service Desk is more strategic, proactive, process oriented, holistic approach and focused more on strategy. Solutions given by Service Desk is more strategic and comes with more resources,” according to Agus Suryono, Head of IT Services of Pratesis.

As a company that provides IT services, Pratesis developed a solution to deal with problems and reports submitted by customers or consumers, by utilizing a numbering system (ticketing) that makes it easier to track and monitor the types of problems that come in so that settlement actions are resolved more quickly.

Pratesis’ Service Desk has knowledge base, multichannel, analytics dashboard, SPOC, online/offline implementation and issue handling functions. Where Pratesis’ Service Desk has features and uses to support requests from customers as follows:

● Incident Management, which provides support and solutions related to issues/cases.

● Service Request, by providing assistance related to the requested service. For example, date resynchronization, and so on.

● Clarification, namely providing assistance and explanations related to standard company procedures (SOP) and user guides.

● User Education, to deliver knowledge related to certain modules/features. It also includes: analysis, testing, patching, and release updates.

● Value Driver Capture, which functions to make daily notes and various inputs.

Thus, they can help companies maintain business continuity, especially in their daily operation.

Service Desk provides benefits for companies. Among other things, increasing customer satisfaction, reducing the total cost of ownership of IT services, and reducing costs through efficiency and support for the smooth running of IT services through the experiences Pratesis L1 Service Desk Team.

To know more about Pratesis L1 Service Desk or Pratesis’ DMS (Distribution Management System), contact our team directly at