Outsourced Support Desk

We offer a range of outsourced Service Desk options for both in-house IT teams and SMEs, from overspill services to 1st line support, 3rd line escalation and complete service desk support.

IT support requirements vary hugely for each business, depending on their size and sector. Here at Dolphin ICT, we have a wealth of experience in working with clients across the globe and, as such, we’ve ensured our outsourced support desk services can be easily adapted to integrate seamlessly with your business.

Whether you need a fully outsourced operation or assistance in particular areas, such as overspill services, 1stline support call management and trouble shooting, or an expert 3rdline escalation resource for your own IT support team, we can help.

And, if you prefer, we can easily integrate with your in-house team so that your end-users never know we’re not a part of your business, or that the support is outsourced.

Interested? Get in touch to find out more.

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 work with you 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 our team of frontline expert technicians as many or as few times as you need to. You can get in touch with us by phone, email or use our client Service desk – whichever is most convenient.

We’ll be on hand to help resolve your IT issues quickly and efficiently.

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.