C1 SmartOps ServiceDesk

AI-Enabled Tier 1 Support as a Managed Service

C1 SmartOps ServiceDesk is C1Secure’s fully managed Tier 1 service desk—built and run on our enterprise ServiceNow platform. We handle all intake, triage, routing, communication, and knowledge management so your users receive fast, consistent, high-quality support. AI enhances the operation, but the foundation is a best-practice, people-driven service desk delivered with enterprise-grade precision.

Key Benefits

  • Fully managed Tier 1 support across IT, HR, Product, and departmental teams
  • Fast, consistent intake → triage → routing → resolution
  • Multi-channel support (portal, chat, email, phone, virtual agent)
  • AI-assisted classification, communication, and knowledge updates
  • Predictable SLAs and measurable service quality
  • Scalable staffing without hiring or training requirements
  • Unified knowledge and deflection engine to reduce repetitive tickets

Why This Product Matters

Most organizations struggle to deliver modern, reliable Tier 1 support. Internal help desks are understaffed, processes vary, knowledge articles drift out of date, and response times are unpredictable.

SmartOps ServiceDesk changes that.

C1Secure becomes your Tier 1 service desk—staff, workflows, automation, knowledge management, governance, and continuous improvement. Our ServiceNow-driven support operation delivers consistent experiences and predictable SLAs, while SmartAI enhances classification, routing, and knowledge creation for faster resolution.

You get a modern, scalable, high-performing service desk without the cost or complexity of running one internally.

Capabilities

Fully Managed Tier 1 Support Operation
Staffing, scheduling, workflow management, queue operations—handled end-to-end.

AI-Enhanced Intake & Triage
Classification, routing, sentiment detection, and suggested actions—powered by SmartAI.

Knowledge Management & Auto-Curation
Articles created, improved, and updated automatically based on real interactions.

Multi-Channel Support
Portal, email, chat, phone, virtual agent, and in-app support.

ServiceNow-Native Workflows
Incident, Request, Case, HRSD, Product Support, and custom departmental support.

Predictable SLAs & Escalation
SLA/OLA enforcement, automated escalation, and proactive communication.

Support for Any Frontline Function
IT help desk, SaaS customer support, onboarding assistance, HR inquiries, facilities support, etc.

Real-Time Dashboards & Metrics
SLA compliance, ticket volume, CSAT, sentiment, knowledge usage, and automation insights.

Continuous Improvement Cycles
Knowledge development, workflow optimization, and AI tuning on a recurring cadence.

How It Works

  1. Users submit tickets via portal, chat, email, phone, or VA
  2. SmartAI assists with classification, routing, and context extraction
  3. Tier 1 analysts resolve or escalate using curated knowledge
  4. SLAs, communication, and escalations are automated
  5. Knowledge improves continuously via AI-driven updates
  6. Monthly reports show performance, trends, and improvement areas

Who It’s For

  • Organizations without a dedicated service desk
  • Teams needing 24×7 support without hiring
  • SaaS companies with growing customer support needs
  • IT departments overwhelmed with repetitive tickets
  • Enterprises needing standardized, reliable frontline support
  • HR, Facilities, Finance, or departmental shared-service teams

Use Cases

Modern IT Help Desk
AI-assisted triage, routing, and resolution for faster MTTR.

SaaS Product Support
Tier 1 product inquiries, onboarding help, troubleshooting, and guided workflows.

HRSD / Facilities / Finance Support
One intake, automated routing, and clean workflows replace email chaos.

Enterprise Shared Service Center
Scalable support across global teams with consistent SLAs.

Support Offloading for Lean Teams
C1Secure runs the entire frontline operation so customers focus internal talent elsewhere.AI-Enabled Tier 1 Support as a Managed Service

Why C1Secure

SmartOps ServiceDesk delivers enterprise-grade support operations powered by proven ServiceNow workflows and enhanced by SmartAI—not driven by AI alone. The model combines skilled Tier 1 analysts, automated triage, best-practice processes, and knowledge governance for an always-on, high-performance service desk.

Schedule a Call

See how SmartOps ServiceDesk modernizes support operations and improves user experience—without staffing a help desk.

Schedule a Meeting