iSoftStone provides a service desk for our clients for incident and problem management. As is widely known, every disruption to e-commerce is immediately visible to the customer. These disruptions can result in a tremendous loss of revenue and customers to competitors. This service, which is one of the most popular e-services, is one of the critical elements to any business. Its high efficiency can provide the real-time support necessary to avoid these kinds of losses.

iSoftStone mainly provides six types of service. They are as follows:

• Design / Modelling of Service Desk
• 1st level troubleshooting
• Account Management
• Call Logging and resolution
• Installation of software and patches
• Knowledge-base Maintenance
• Local language support or specialized support
• Service Desk process improvement program

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