AI-powered IT service desk modernizes tech support

DXC Service Desk

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Enhance your IT service desk with AI-powered self-service solutions and hybrid support expertise

DXC Service Desk harnesses AI — including Generative AI — along with automation and analytics to streamline your company’s IT service desk processes, personalize employee support experiences, reduce manual efforts and lower costs. Our IT service desk is digital-first and experience-centric. When coupled with our intelligent device management capabilities, we proactively detect and resolve device issues and service problems before they impact employee productivity. You’ll empower your employees with these intuitive, engaging options, paving the way to improved productivity.

What's included

Holistic IT service desk ecosystem

Access AI-powered assistance, including GenAI, online and through on-site video support kiosks, IT vending machines, smart lockers and walk-in support centers.

Predictive, proactive analytics

Resolve issues before productivity is compromised by leveraging AI's ability to analyze data and identify patterns.

Service desk personnel support

Human-to-human interactions complement DXC’s AI-powered around-the-clock IT support.

Features

Our IT service desk functions can be integrated into UPtime, our foundation for a centralized, personalized and experience-centric workplace that includes AI capabilities to support these critical experiences.  We leverage continuous service improvements to decrease IT incidents by 40% and reduce mean time to resolve by 49%.            

DXC ensures your employees have access to the help they need anywhere, anytime, with a conversational and Gen AI-powered digital assistant with 24/7 availability and multi-language support. We resolve 36M+ support interactions annually in 109 digital languages. The digital assistant also can be integrated with Microsoft Teams for omni-channel support.

Our AI capabilities scale with your business demands and deliver prompt results with minimal effort. Enjoy swift, hassle-free implementation from the start, offering personalized features to meet your requirements and facilitate an effortless shift towards intelligent, optimized processes.

When required, the digital assistant performs seamless handovers to remote IT service desk experts, with individual proficiency in one or more of 56 languages. Service desk personnel also can take advantage of real-time translation services to support employees speaking in languages other than English.

Up to 93%
first-contact resolution
50%+
average ticket deflection rate
Up to 58%
reduction in cost per contact
98%
customer satisfaction score

Who can benefit

Consider DXC Service Desk for your business if:

  • You need to lower the total cost of IT service desk operations. DXC delivered $319,000 in cost savings to a large manufacturing enterprise with our service desk services that are underpinned by AI and automation.
  • You need to reduce long wait times, often as a result of multiple hand-off escalation points, which decrease employee productivity. A global manufacturer of glass containers cut IT issue resolution time by 80%, solving 50% of IT issues before they were escalated to a service desk agent.
  • Your organization experiences a large number of support queries daily, but your service desk personnel cannot handle huge volumes of user requests simultaneously.
  • You want to help retain talent by enhancing your employees’ technology experience, but you lack next-generation IT service desk models, with multi-channel modes of support (such as chat sessions, self-service and virtual agents), process standardization and AI-powered intelligent task automation and self-service.
  • You want to provide real-time translation service desk services in your global enterprise, so that employees can access support in their preferred language. 
  • You want to provide 24/7 support to employees, regardless of the time zones they are in or the working hours they keep. 

Why DXC

Leading businesses choose DXC for our global partner ecosystem, ability to improve the employee experience with modern IT service desks that resolve issues with consumer-like convenience and relentless focus on value. Here’s what you can expect when you work with us:

Simplified IT service desk management

DXC drives dynamic support services with our DXC UPtime™ Experience Platform to avoid integration challenges in multi-partner ecosystems. 

Comprehensive worldwide support

DXC has IT service desk centers in 29 countries, supporting 135 countries. Our UPtime Digital Assistant can converse in 109 languages and utilizes an agent co-pilot designed to reduce resolution time and enhance service desk agent productivity, ensuring your employees return to work quickly.

A new standard in modern service management  

DXC’s cloud-based service desk platform has multi-channel, multi-modal inputs, integrates translation services in real time and analyzes sentiment to continuously improve services. 

Partnerships

DXC delivers Service Desk alongside leading partners and key collaborators.

Modernize, accelerate migrations and create cloud value with DXC and AWS.
Modernize and achieve tangible cloud and modern workplace business results with DXC and Microsoft.
Automate and optimize workflows and processes to accelerate enterprise transformation with DXC and ServiceNow.
Empower the hybrid workforce with frictionless self-help from DXC and Espressive.
DXC helps O-I Glass create a modern technology experience for employees

Faced with the challenge of providing IT services to a global workforce in a simple and seamless fashion, the largest manufacturer of glass containers for leading food and beverage companies deployed DXC UPtime™ Experience Platform to enable friction-free technology experiences for its employees.

Read the story and watch the video

Commonly asked questions about Service Desk

DXC's AI-powered IT service desk, equipped with advanced technologies such as Generative AI, automation, analytics and self-service help, enables your teams to focus on business imperatives rather than spending time trying to resolve tech problems. By streamlining IT processes, your workers will see their problems resolved faster and their downtime decreased. With a modern IT service desk, an issue that might normally require 15 minutes to resolve can instead be taken care of in 3 minutes.

End result: You’ll give your employees more time to service your customers and to work toward achieving your business’ strategic long-term vision. 

With our data-driven analytics, you’ll be able to quickly identify trends and areas for improvement, providing you the ability to take automated, proactive measures to prevent recurring issues. This will have the effect of reducing the total costs of operations and more efficiently — and cost-effectively — allocating IT resources. 

The digital assistant can be integrated into MS Teams for omni-channel support, and we can plug and play it into our customers’ ServiceNow instances. We also can build a standard microservice into AWS to process requests from email in-boxes to invoke chat or other digital services to reduce service desk contacts.

Have more questions? Meet with one of our experts to learn more.

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