Next Gen Service Desk

Growing end-user expectations, technological trends, and market forces are rapidly changing the traditional view of the Service Desk. Key business drivers not only include cost pressure and the need for efficiency but also fostering a culture of digitalization​.

Coforge’s Next-Gen Service Desk provides a single point of contact for all end-user's IT-related services, multi-channel support for incidents, and automated service request fulfillment. Next-Gen Service Desk manages all user interactions to accelerate incident resolution while minimizing agent involvement and support costs. Our intelligent support services empower end-users with help on their terms. We bring everything that a modern digital-savvy employee needs, in one place and provide a truly personalized, adaptable, and easy-to-use help experience delivered through virtually any internet-enabled device.​​​​

Our Philosophy


Key Features

  • User-Centric​: ​It mirrors a consumer-like experience that suits the needs and preferences of our digital workers.​
  • Proactive & Invisible: ​It changes the support paradigm and acts proactively. Many day-to-day computer issues are resolved in the background without anyone noticing.​​
  • Automation-Led​:​ Following the philosophy that "whatever can be automated is automated”, it takes advantage of automation, powered by AI, Cognitive analytics, and standard workflow, and takes up mundane tasks.​
  • Machine First: Intelligent deployment of Cognitive Virtual Agent to help identify and resolve issues automatically and displace human representatives from lower-level support tasks.
  • Enterprise IT Desk: It expands its capabilities beyond IT Infrastructure services and offers holistic IT support which includes applications also. It is an integrated function that acts as a single point of contact.
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