Service desk
Monday, quarter past eight: MRP is down, a pick list looks wrong and finance cannot post intercompany. Three calls, three departments, one problem: IFS is blocking the day until someone who knows the system picks up.
The standard solution is a service desk where someone writes down your name, assigns a priority, and forwards it to “the right team.” Three business days later you get a callback request. By then your planner solved it manually, your warehouse manager called a colleague, and finance processed the posting by hand.
First-line that is second-line
At Eqeep, there’s no middleman. The people on our service desk are functional and technical IFS specialists. They know the modules. They understand why an MRP run fails when a specific parameter is off. They can reproduce a pick list issue while you’re still on the phone.
Simple questions are resolved on the spot. That sounds like a promise everyone makes. The difference: our people don’t need to escalate to a specialist. They are the specialist. For more complex issues, someone calls you back with a solution. Not with follow-up questions.
One place for everything
Every ticket is logged in our service desk portal. You see what was reported, by whom, what the status is, and what the resolution was. Not just for the current ticket, but for everything ever reported. Over time, you build a knowledge base of your own environment.
Monthly, you receive a report. Not the kind nobody reads, but an overview of the patterns that matter. Which modules generate the most questions. Which users call most frequently. Where structural improvements are possible. We use that data in the periodic management meeting to jointly determine where priorities should be.
Questions before service desk support starts
Service desk support should reduce repeat tickets, not move them from one queue to another.
What should an IFS service desk solve first?
Start with recurring incidents, unclear ownership and slow triage. Those show where users lose time and where the operating model needs clearer rules.
How do users stay in control?
Users keep clear routes for incidents, service requests and change signals. The support team handles triage and execution within agreed priorities and SLAs.
When should a ticket become an improvement?
When the same issue returns, the question moves from support to root cause: configuration, data, training or process design.
Discuss Service Desk with an IFS managed services expert
If service desk is becoming a source of risk, delay or recurring effort, we can help you assess what needs to change in your IFS operating model.
Describe the tickets users keep raising and where response time hurts most. We will route it to an IFS service desk specialist.