Managed IT Service Desk

We agree supported users, devices, applications, request types, service hours, channels, priority definitions, response and resolution targets, escalation routes and customer responsibilities during service design.

Yes. Coverage can be designed for business hours, extended hours or 24/7 support, with targets agreed by priority and business impact.

Users can contact the service by phone, portal and chat. The final channel mix and routing model are agreed around your workforce and environment.

Our Intelligent Managed Services Platform monitoring identifies known conditions and emerging faults. Where an approved automated fix is available, the platform can remediate the issue before a user raises a ticket; exceptions are routed to an analyst.

Yes. Fully managed and co-sourced models define responsibilities, hand-offs, tools and escalation routes so work moves without losing accountability.

Discovery, knowledge capture, tooling integration, service testing and user communications are completed against an agreed transition plan before go-live.