Specialist, third line Support to augment your in-house IT Teams and external IT providers operating based on a Shared Service Desk model.
Our Expert Service Desk is available as a standalone service or can be integrated into any of our other Managed Services and is available 9:00am to 5:30pm Monday to Friday with the option of a ‘wake up’ emergency out of hours service.
If Expert Service Desk is purchased as a standalone service you will have direct access to the team with a guaranteed SLA to start working on the support ticket within 30 x minutes.
If our Expert Service Desk is purchased as part of our Service Desk we will instruct our team to escalate to the Expert Service Desk after 30 or 60 minutes of trying to resolve the original ticket problem.
Granular Monthly Reporting including tickets opened, closed, time taken, performance against SLA, trend analysis, problem employees and return on investment as well as Realtime dashboards which can be located in your office.
We offer service integration with your existing PSA (Professional Service Automation) system or we can build a dedicated and secure PSA model plugin to our ConnectWise Manage System with direct ticket escalation to your internal service teams or external partners as well as escalation back to our team.
Our Expert Service Desk is managed by a team of experienced and qualified IT engineers covering the following six skills:
