Managed Workplace Services
Managed Workplace Services provide centralized service desk and onsite IT support to ensure reliable, secure, and efficient digital workplace experiences across devices, applications, and collaboration platforms.
At Diyar, we provide Managed Workplace Services that deliver comprehensive end-user IT support across devices, applications, and collaboration platforms keeping your workforce productive in today’s hybrid, digitally-driven environment. Through our centralized service desk and onsite field support teams, we handle requests and incidents via structured ITSM processes that ensure fast resolution, proper escalation, and continuous improvement, while combining remote and onsite capabilities to maintain a seamless, high-quality digital workplace experience for your employees.
Services Offered By DUC Shared Service Desk
Services Offered By DUC Shared Service Desk
- ITSM tool licenses or accessoperational efficiency
- 24×7 Single Point of Contact
- Various Communication Channels
- Remote First Level Support
- Second Level Remote Support
- Escalations Based RACI Chart
- SLA & XLA Management
- Asset Survey & PVM
ITSM tool licenses or access
24×7 Single Point of Contact
Various Communication Channels
Remote First Level Support
Second Level Remote Support
Escalations Based RACI Chart
SLA & XLA Management
Asset Survey & PVM
Offered Services
Offered Services
CMDB Management
Dashboard/Report Customization
ITSM System Integrations
Field Support
Knowledge Sharing & Training
Quality Assurance & End User Survey
CMDB Management
Dashboard/Report Customization
ITSM System Integrations
Field Support
Knowledge Sharing & Training
Quality Assurance & End User Survey
Core Workplace Support Capabilities
24×7 Service Desk Operations
Diyar provides centralized service desk support through a structured ticketing system and multiple communication channels to ensure efficient request management and timely issue resolution.
Remote First-Level Support
First-level support provides rapid response for common IT issues including device support, application access, password resets, and software troubleshooting through efficient remote assistance.
Second-Level Technical Support
Complex technical issues are escalated to specialized second-level engineers for deeper investigation and resolution, ensuring efficient response times and expert support.
Field Support Services
Diyar provides onsite field support for device troubleshooting, hardware replacement, workstation setup, network connectivity, and other technical assistance requiring physical intervention.
Multiple Communication Channels
Diyar provides IT support through multiple communication channels including phone, email, web portals, and ITSM platforms for easy and convenient user access.
Asset Survey and Device Lifecycle Management
We help organizations manage workplace devices through asset tracking, lifecycle management, device deployment, replacement, and maintenance to ensure operational efficiency and visibility.
IT Service Management Integration
Managed Workplace Services are supported by enterprise IT Service Management platforms that provide structured workflows for incident management, service request handling, asset tracking, and reporting.
ITSM Platform and Service Catalog
All support requests and incidents are managed through a centralized ITSM system that enables efficient ticket management, automated workflows, and service catalog capabilities.
This platform ensures full visibility into user requests while enabling structured service delivery.
CMDB and Configuration Management
Maintain configuration and asset records through Configuration Management Database (CMDB) systems that track workplace devices, software assets, and infrastructure dependencies.
Maintaining accurate configuration records helps improve troubleshooting efficiency and supports operational visibility.
Dashboard and Reporting
Operational dashboards and performance reports provide visibility into service desk performance, incident trends, resolution times, and service level compliance.
These insights enable organizations to continuously improve workplace support operations.
ITSM System Integrations
Our ITSM platforms can integrate with other enterprise systems including monitoring tools, asset management systems, and identity management platforms to provide a unified service management environment.
Service Governance and User Experience Management
Ensure that workplace services are delivered with strong governance and a focus on end-user experience.
SLA and XLA Management
Service performance is measured through structured Service Level Agreements (SLAs) that define response and resolution targets for support requests. In addition, Experience Level Agreements (XLAs) are used to measure user satisfaction and overall service quality.
Escalation Management
Clear escalation procedures ensure that complex issues are quickly transferred to specialized technical teams when required, ensuring efficient resolution of user problems.
Quality Assurance and End User Feedback
Continuous quality monitoring and end-user satisfaction surveys help measure service performance and identify areas for improvement.
Knowledge Sharing and User Enablement
Build knowledge base articles and user guidance materials that help employees resolve common issues quickly and improve overall IT awareness across the organization.
Our Workplace Support Delivery Model
Workplace services combine centralized remote support capabilities with onsite technical expertise.
Remote service desk teams handle the majority of incidents and service requests through remote troubleshooting tools, while onsite field engineers provide physical support when required.
This hybrid delivery model enables organizations to maintain efficient support operations while ensuring that employees receive timely assistance regardless of their location.
Enable a Seamless Digital Workplace with Diyar
With Diyar’s Managed Workplace Services, organizations benefit from reliable service desk and field support that ensure efficient IT operations, timely user assistance, and a productive digital workplace environment.
Digital Employee Experience (DEX)
A modern digital workplace is not only about resolving technical issues but also about ensuring that employees have a seamless technology experience that enables them to work efficiently from anywhere.
Diyar focuses on improving the Digital Employee Experience (DEX) by continuously monitoring the health and performance of workplace systems, applications, and user devices. By understanding how employees interact with their technology environment, organizations can identify performance issues early and improve the overall user experience.
Through structured monitoring, analytics, and user feedback, Diyar helps organizations ensure that employees experience minimal disruption when accessing business applications, collaboration tools, and workplace devices.
Workplace Experience Monitoring
Continuous monitoring of device performance, application responsiveness, and network connectivity allows IT teams to detect issues that may affect employee productivity before they escalate into larger problems.
User Experience Insights
Operational dashboards and analytics provide insights into workplace performance, enabling IT teams to understand trends related to device health, application usage, and service desk demand.
Proactive Issue Resolution
By identifying patterns and recurring user issues, Diyar’s workplace support teams can proactively address common problems and improve the overall reliability of the digital workplace environment.
Employee Satisfaction Measurement
End-user feedback and experience metrics help organizations evaluate service quality and continuously enhance the workplace support experience.
Device Lifecycle and Workplace Asset Management
Managing workplace devices across their lifecycle is essential for maintaining operational efficiency, security, and compliance. Diyar provides structured device lifecycle management services that ensure workplace devices are properly deployed, maintained, and replaced throughout their operational lifespan.
Our device lifecycle management services help organizations maintain full visibility of their IT assets while ensuring that users always have access to properly functioning devices.
Device Provisioning and Deployment
Preparation, configuration, and deployment of new devices including laptops, desktops, and workplace peripherals to ensure users receive systems ready for immediate use.
Asset Tracking and Inventory Management
Maintaining accurate records of workplace devices and IT assets through asset management platforms and CMDB systems, ensuring visibility across the entire device inventory.
Device Maintenance and Replacement
Proactive monitoring of device health and coordination of repairs, upgrades, and replacements to maintain workplace productivity.
Secure Device Decommissioning
When devices reach end-of-life, Diyar manages secure device decommissioning processes including asset tracking updates and secure data wiping to ensure compliance with security policies.
Workplace Technology Optimization
Continuous evaluation of workplace devices and software environments to ensure that employees have access to modern and efficient technology tools that support their daily work activities.
