The service desk is dedicated to providing exceptional service for our health and social care clients.
We manage first and second-line support problems and partner, vendor, and third-party escalations based on a shared, dedicated or hybrid service desk model.
Our Service Level Agreement (SLA) guarantees all support ticket regardless of type will be started within 30 minutes or sooner. We maintain a proactive communication culture, providing timely updates via telephone and in-ticket notifications
We operate as a Service Desk rather than a Help Desk as we provide more than problem management including fully managed escalation management to third party hardware and application suppliers, vendors and partner and enhanced communication and feedback by telephone and email through the service ticket.
We guarantee to start working on all support tickets regardless of type within 30 x minutes.
We do not operate a ticket priority (P1/P2/P3/P4) system, instead we treat everything as critical.
We have combined the traditional first and second line support into one service desk.
You should only need one qualified engineer to solve your problem with escalation only for the most complex issues.
Our Service Desk is available Monday to Sunday including UK Public Holidays in line with the normal working hours of a Health and Social Care organisation.
Our Service Desk is and always will be 100% UK Based including our out of hours services.
As we specialise only in the Health and Social Care sector our Service Desk team fully understand the pressures your employees are under, they fully understand your sector systems, your compliance requirements and the Health and Social Care terminology
Our Service Desk agreements are available based on a Shared Desk Model, a Dedicated Service Desk Model or a Hybrid Service Desk Model (example Dedicated Desk during core hours and Shared Desk out of hours).
Service Desk Pricing is tailored around unlimited support based on a price per device model or based on an hours used model with a monthly true up.
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.
