FREE NET Business Solutions Sdn Bhd () provides a proactive integrated service desk supporting the Top 100 local companies, MNCs as well as smaller companies from different industries. Our service desk services are available 24 hours a day, 7 days a week and 365 days a year. Above all, we have the best in-class infrastructure support and experienced ITIL certified consultants to ensure high level of client satisfactions. We help clients evolve their Help Desks to a world class Service Desk with the ISO 27001 certified processes, continuous improvements and ITIL compliant Best Practices. We follow ITIL practices to help our customers move beyond reactive incident management into request, problem, configuration and change management that drive higher levels of IT service management performance. Among some of the Service Desk services offered are the Call Center Facility (PABX), Help Desk System, 24 x 7 Service Desk Analyst service including Incident Management, Problem Management, Request Management and Change Management.

The Advantage

• Single Point of Contact (SPOC) Support
Led by ITIL Best Practices, ’s Service Desk acts as the nodal point between service providers and end users whereby users are proactively kept informed of all relevant service events, actions and service changes that are likely to affect them. has shaped its Service Desk to solve your issues as fast as possible, and in most cases with a single call. Rapid determination of the root cause of a problem, rather than just looking for a short-term remedy, avoids similar problems in the future. By simplifying trend management and incorporating tracking, analysis and problem history reporting services, we help you stay in control. More and more of your incidents will be solved at first-line level, reducing your dependence on second- and third line calls.

• ITIL Based Framework and Service Delivery
has the best in-class infrastructure support and a high pool of ITIL certified consultants with decades of experience providing Service Desk in large scale IT support and call centers. helps our clients evolve their help desks to world class service desks with clearly defined, well-executed, ISO 27001 certified processes, continuous improvement, ITIL compliant best practices and top trained technical resources that ensure high levels of client satisfaction. We take steps to move beyond reactive incident management to the proactive problem and change management processes that save you time and money, and improve your operations.
Above all, has alliances and partnerships in place with most of the leading hardware and software vendors, including Microsoft, VMware, IBM, HP, Dell and Cisco. These relationships provide with access to all the latest product and support information, thus improving the speed of incident resolution.

• Cost Effectiveness
We offer a broad array of Service Desk options to meet your goals without adding costly support or infrastructure. Our flexible processes reduce your risks and provide immediate benefits. We leverage automation and technology to deliver a predictable and consistent low cost structure. You not only reduce the upfront investment required for staff training, but also bring the overall cost of support down by eliminating the need for in-house support personnel. Reduced lead-times and first-line resolution both contribute to cost effectiveness. We provide controlled call handling at pre-defined service levels and with clearly outlined responsibilities, and communicate consistently to all parties.

• Multichannel Support
Our flexible approach enables end users to receive support in the method that suits their needs via e-mail, phone or fax. Give us a call today or whichever method you prefer and let us help you identify your needs to build a custom-tailored Service Desk and allow you to gain a competitive advantage in the marketplace.

• SLA Accountability
We develop Service Level Agreements (SLAs) and performance-based contracts that ensure ownership of incidents from request to resolution, and that drive continuous improvement.

• Advanced Tools – IBM Tivoli Service Request Manager (TSRM)
deploys IBM Tivoli Service Request Manager (TSRM) combining an integrated Service Desk and service catalog capabilities for a “one touch” IT experience. TSRM provides a streamlined Service Desk that encompasses features enabling a single point of contact to automate incident and problem management to keep track of all customers’ requests. Built-in features streamline Service Desk functions and configure workflows and escalation across your organization. Other TSRM features include:

• Dashboards that provide real-time performance views
• Out of the box contents, such as workflows, templates, key performance indicators (KPIs), queries and reports
• Remote diagnostics capability
• Instant messenger support
• Survey management capability
• Migration of configuration settings from test environment to production
• Integration with computer telephony and interactive voice response product

The features benefit customers with a better end user experience, fewer problems and faster resolution coupled with cost reduction and a robust reporting capability.