Outsourced Support Desk
We offer a range of outsourced Service Desk options for in-house IT teams and SMEs from overspill services, 1st line support or 3rd line escalation to fully outsourced services for complete Service Desk support.
Who we help and what we do
Our clients cover all markets and range in size from small to medium businesses to organisations with offices around the world. We’ll provide support that will meet your requirements perfectly.
We offer a range of Service Desk options, from a fully outsourced operation to particular aspects, such as overspill services, 1st line support call management and troubleshooting, or an expert 3rd line escalation resource for your own IT support team.
If you prefer, we can integrate with your ICT team so your end-users need never know that we’re not a part of your business or that the support is outsourced.
1st Line Support
3rd Line Support
Service Desk features at a glance
Outsource all or part of your needs
Businesses with limited ICT resource often outsource their entire IT support function. However, we can also offer to outsource just your 1st line IT support together with ticket management or 3rd line support with issues being escalated to us where particular expertise is needed.
Advanced ticketing processes
Our ticketing process is efficient and predictable, and we use a sophisticated support management system. We also have full audit trails on each ticket, together with real-time dashboards, that ensure everything gets resolved promptly and in accordance with the impact it is having on your business. We base our support operations on ITIL practice.
Unlimited use of our support service
Our Service Desk comes with unlimited remote support – we agree the pricing up-front, and after that you can use us as many or as few times as you need to. And our price is competitive and within reach of small businesses. You can get in touch as often as you need, by phone, email or use our client Service desk – whichever is most convenient. Everyone in our frontline team is trained – sorting out your problem is more important than just call-centre response stats.
Easy ticket creation, transparent progress and reporting
Your staff, or a nominated representative, can create tickets by phone, by email or through our client Service desk via the desktop client or web version.
Our portal allows you to follow progress on your tickets, and we can provide monthly reports summarising utilisation of our services and well as information on your ICT estate. Plus, we guarantee fast responses and resolution of your problems.
Be ahead of the game with monitoring
As part of our service, we can monitor your systems and either offer a heads-up to your own staff, or go ahead and prevent many outages. This can contribute to your activities towards achieving compliance standards by ticking the box for event management.