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.
Discover how we provide 24/7 fully managed IT Service Desk services with a multilingual capability
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,
or…
Post major incident review if applicable.
Accreditations
We never stop learning and driving service desk excellence and customer satisfaction.
Transform your user experience, boost technology adoption and give your IT team freedom from 1st line tickets
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 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 delivery. We review the implementation process, test service levels 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 and hand over to our support team. 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.
If you need IT service desk services to support users around the world, we’ve got you covered
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:
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:
Find out how much outsourcing your Service Desk would cost
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.
Managed support is designed to maximise your technology investment and provide the flexibility and scalability you require.
We work in partnership with you to improve performance, increase coverage, reduce cost and free up your teams by providing a market leading capability.
Where to next?
Managed IT Services
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