IT service desk services
Our IT Service Desk services are designed to empower your team, not to feel like a threat. We are here to complement by providing scalable and flexible support whenever and wherever you need it.
Many IT organisations are treading water, drowning in reactive support tickets, with little time to add value through projects or enhancements, we can help you break the cycle.
Get the freedom to become the business you want to be, by outsourcing your technical support to our specialist team.
Why work with us
With flexible, service levels, support options and hours, our team of almost 100 service desk analysts are here to add value to your business and users.
We provide IT service desk services for private and public sector organisations, across many industries, from SMEs to multinationals.
Here’s a snapshot of why our customers choose to use our IT service desk:
"What makes a great service desk? People."
Our service desk analysts are the first point of contact for our customers’ users. We’re representing their business and brand.
How our IT service desk works
Issue identified either by the user or via real time monitoring alert.
Issue logged either via Email, Phone, Self-Service, Chat, SMS, Walk Up or Monitoring Alert.
A Service Desk analyst will either resolve the issue on first contact or log the ticket and assign a ticket number.
The issue will then be resolved or escalated to an in-house Cloud Business 2nd or 3rd line engineer, back to the customer’s internal technical team, or 3rd party resolver group via pre-agreed decision trees and escalation routes.
We will monitor and communicate regular progress updates. Live updates are also available via our customer portal.
Post incident quality control check,
Post major incident review if applicable.
We never stop learning and driving service desk excellence and customer satisfaction.
How do we on board you as a new customer?
We follow a few simple steps to ensure a hassle-free transition:
Customer happiness factor
We value feedback from our customers’ end-users and for every closed ticket we ask them to rate our service.
Our customer happiness factor for the last 90 days is:
We provide IT service desk services to a wide range of organisations, large and small, private and public, local and global. Here are some of our service desk customers:
We are a people business
Customer experience is paramount to us.
We put users at the centre of our technical support. Delivering a proactive service that allows our customers to maximise productivity and focus on what is core to their business. With over 25 years of experience in Managed Services it is fair to say we are thought-leaders in our arena, bringing process and procedure maturity to the table. By taking a people-centric approach and balancing your user experience with business objectives, we can help you reimagine everyday and boost productivity levels across your organisation.
Technology powers our IT service desk services. We adopt a flexible approach and are happy to use your chosen ITSM or ticket logging, management and reporting solution, or provide our own. However, what makes the biggest difference to our customer experience is our IT support team. Their knowledge, expertise and proactive attitude to helping our customers, takes our service experience to another level.
Our services would not be possible without great people.
Where to next?
Managed IT Services
What makes a great IT service desk? The most important thing is great people – the technical analysts who become an extension of your team. Watch our video to learn more.
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