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 support options and hours, our team of almost 100 service desk analysts are here to add value to your business and users.

Here’s a snapshot of why some of our customers choose to use our IT service desk services:

Flexible operating model
24/7/365, just daytime support, just out-of-hours (weekends, evenings and public holidays), or any combination you require. We scale our services according to your needs
1st line to 3rd line support capability
From password resets and distribution list changes, to advance server support, we can provide the right support levels for your needs
Access to 100+ experts
We have a large team of almost 70 service desk analysts with a further 34 technical experts available for escalation
UK based support centres
Our IT service desk teams are based in the UK and work exclusively for us serving customers in the UK, Europe & Worldwide
Multilingual service desk
Multilingual capability in English, French, German, Spanish, Italian and Polish. With more languages being added all the time, we speak your language
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Highly skilled
Our highly skilled technical staff understand your technology estate. We support most key technology and hold a number of vendor accreditations
ITSM agnostic
We have a flexible approach to ITSM use, we're happy to use your tools or our tools. We use x10 tools on a daily basis
We believe in choice
Support tickets can be raised via self-service, email, phone, chat, mobile, walk up or monitoring alert, so your users can access support using their preferred communications method
We're human
We are a people business, supporting you with a real team that wants to get to know you and your people
Tier 4 flex days
Access IT consultancy as a Managed Service. Our flex days can be used to drive continuous improvement activities and projects across your IT estate
Culture is everything
Cultural alignment to ensure we are a good fit in working together. Culture training differentiates us from many IT service desk providers
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Single point of contact
Face-to-face or virtual, we ensure all our teams are visible
IT service desk excellence
Highly accredited, including ITIL, Service Desk Institute 4*, ISO 9001, 27001, 20000, Prince2
Next gen IT service desk
We are forward thinking and quick to innovate. Next generation service desk technology is on our radar, and we introduce new solutions when they deliver real value and innovation for our customers
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Success story
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Discover how we provide a 24/7 fully managed IT Service Desk services with a multilingual capability

How our IT service desk services work

Issue identified either by the user or via 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,

or…

Post major incident review if applicable.

Accreditations

We never stop learning and driving service desk excellence:

Multilingual
IT Service Desk

If you need IT service desk services to support users around the world, we’ve got you covered

How do we on board you as a new customer?

We follow a few simple steps to ensure a hassle-free transition:

Select the on boarding team

The on boarding team will include your account manager who will be with you throughout the transition and beyond, as well as service management; technical specialists and engineers who will coordinate the switch over from one service desk to another. We may also assign a dedicated project manager to oversee the on boarding process, especially for those organisations with a large IT estate, multiple locations and high volumes of tickets.

IT audit

We work with you, key stakeholders, users and 3rd party suppliers to get a detailed picture of your organisation’s IT environment. Covering everything from hardware, applications & servers, users, groups & access, licensing, risks and vulnerabilities, this audit ensures we have all the information required to deliver the service you need.

Analysis

Using the information from the audit we make a plan for transitioning to your new IT service desk services. We identify the tools needed, the best approach (for example a staged migration), what checks need to be in place and agree timescales for a successful service launch. We will also explore ways to drive efficiencies and make recommendations to improve the service, so they can form part of the implementation plan.

Implementation

We build your service desk adding users and assets, creating process documentation and providing training to your team. We set up service desk communication channels, establish VPN connectivity and test back up procedures. When everything is in place we communicate new support processes to all users ready to switch on the service.

Assessment

This is the start of our continual review of the IT service desk services delivered. We review the implementation process, test the service against SLAs and measure performance. Regular contact with all parties will help us drive efficiencies and make further recommendations to optimise the service.

Service launch

The service is launched and we transition to on going account management processes. Regular meetings, reports and reviews are part of this process to ensure that the service is meeting expectations, and to respond to changing needs within your organisation.

Trusted by

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:

Cost calculator
IT service desk

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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 20 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 their needs 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 service 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.

Meet our leadership team >

Speak to us about IT Service Desk services

Where to next?

Managed IT Services

cloud support

Do you need cloud support?

Will your IT infrastructure look after itself in the cloud or do you need managed cloud support services? Find out here where we explore what’s available.

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Cloud Business Limited
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