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IT Service Desk

Enable a superior user experience

OneAdvanced’s Service Desk is delivered by a highly skilled team with an unwavering focus on user experience. We empower our users with self-service and self-healing options, and our intuitive technology ensures seamless, accelerated issue resolution.

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A rich, diverse customer base

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How our IT Service Desk will benefit your business

Improved user experience
Our intuitive interface and streamlined processes ensure that users can easily log and track support requests.
Increased efficiency
Advanced ticketing systems and automated workflows result in quicker response times and improved productivity for your business.
Tailored support
Whether you prefer a shared service desk model or a dedicated team, we offer tailored support options to meet your specific needs.

Why work with OneAdvanced?

We view outsourcing as a partnership and act as an extension of your team
Our Squads model ensures continuous innovation & service improvement
We have over 30 years’ experience delivering services to the UK market

We are confident that OneAdvanced will play a critical role in the delivery of our digital transformation plans, which will significantly enhance both our internal working practices and our client service.

Nirupa Wikramanayake, Group CIO, Irwin Mitchell
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Features and benefits


Many organisations have a lack of internal resources in terms of manpower and technical expertise to manage, run and maintain an IT Service Desk effectively. Outsourcing this to an experienced Managed Service Provider (MSP) such as OneAdvanced will help overcome these challenges and lead to better business outcomes.

Benefits of this feature
  • 24x7 support, which often can't be delivered by in-house teams
  • A dedicated team of experts who keep up-to-date with the latest technology updates
  • OneAdvanced's Service Desk runs on an enterprise-class ITSM platform - ServiceNow

Cost management

Outsourcing can be much more cost-effective than hiring, training, and equipping an in-house team. By partnering with a Managed Service Provider (MSP), businesses can reduce operational costs significantly while still ensuring reliable IT support.

Benefits of this feature
  • Transparent costs and SLAs, ensuring predictability in budgeting
  • Ability to scale up or down according to changing businesses requirements
  • No need to invest in expensive technologies as the MSP will do this themselves

Business growth

If managing IT issues is diverting attention from your core business functions, outsourcing the service desk allows your team to focus on what they do best, while leaving IT support to the experts.

Benefits of this feature
  • Faster issue resolution will ensure productivity never dips
  • Self-service options empowers users and increases efficiency
  • An outsourced service desk can quickly scale up for businesses experiencing rapid growth

End user experience

By outsourcing your service desk to OneAdvanced, you can provide your users with an enhanced and seamless experience when it comes to IT support. Our focus on user-centric design, efficient processes, and responsive communication channels ensures that users receive prompt resolutions to their IT issues.

Benefits of this feature
  • User-friendly interface that simplifies the process of logging and tracking support requests
  • Multiple support channels to cater to different user preferences
  • Timely and responsive communication, featuring regular updates on tickets and resolutions


Data security is a critical aspect of IT service desk management. Outsourcing your service desk to a reputable Managed Service Provider (MSP) like OneAdvanced ensures that your sensitive data and systems are protected against potential threats and breaches. With robust security measures and proactive monitoring, you can have peace of mind knowing that your organisation's data is in safe hands.

Benefits of this feature
  • Industry-leading practices deployed to safeguard your organisation's data
  • Ensures compliance with relevant industry regulations and data protection laws
  • Proactive threat monitoring and incident response

Let us help you choose

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Speak to our expert consultants for personalised advice & recommendations.


0330 191 3730



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Service Desk Downloads

The IT Service Desk serves as the primary point of contact for managing and resolving user queries and issues. It plays a crucial role in ensuring smooth operations by providing timely support and guidance to deliver a consistent end user experience with minimal disruptions.

An overview of key considerations to take into account when thinking about working with an MSP, so you can drive your business into the future and start reaping the benefits.

OneAdvanced were delighted to partner with Irwin Mitchell to support the transformation of the firm’s client experience and service delivery.

Businesses are continually seeking ways to stay competitive and efficient, and one strategy that continues to grow in popularity is outsourcing IT to an external provider.

Service Desk Resources


  • What is an IT Service Desk?

    An IT Service Desk is a centralised point of contact that provides support to end-users for their IT-related issues, incidents, and requests. It serves as a single point of contact between users and the IT department, ensuring efficient and timely resolution of technical problems.

  • What are the benefits of outsourcing your IT Service Desk?

    Outsourcing your IT Service Desk offers several benefits, including access to specialised skills and expertise from a dedicated team of IT professionals, cost savings by reducing overhead expenses associated with maintaining an in-house service desk, 24/7 support coverage ensuring round-the-clock availability for assistance, and scalability to meet changing business needs, allowing easy expansion or contraction of support services as required.

  • How does an outsourced IT Service Desk work?

    When you outsource your IT Service Desk, you partner with a Managed Service Provider (MSP) who takes over the responsibility of managing and supporting your IT infrastructure. The MSP's team of experts handles user support, incident management, request fulfilment, and proactive monitoring of systems to ensure smooth operations and quick issue resolution.

  • Is data security compromised when outsourcing IT Service Desk?

    No, data security is not compromised when outsourcing IT help desk services to a reputable MSP. In fact, many MSPs have robust security measures in place to safeguard sensitive information and protect against potential threats. They adhere to industry best practices, implement stringent access controls, encryption, and conduct regular security audits to ensure data confidentiality.

  • How can an outsourced IT Service Desk improve user experience?

    An outsourced IT Service Desk can enhance user experience through prompt and responsive support, minimising downtime and resolving issues quickly. They offer multiple support channels (phone, email, chat, self-service) for convenience and accessibility. Additionally, they provide user-friendly interfaces and intuitive self-service portals to empower users. Continuous improvement based on user feedback ensures that the service desk aligns with user expectations.

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0330 191 3730



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