Service Desk

Our NHS-accredited service desk currently supports a single point of contact solution to more than 40 separate NHS organisations with approximately 32,000 service users. Our core hours of service are 8am to 6pm Monday to Friday excluding bank holidays. However, this can be flexible dependant on customer requirements.

As part of this service, we can deliver a first-time resolution (fix) service with skilled service analysts triaging, prioritising and resolving incidents, providing IT service guidance, password resets and progressing more specialised fulfilment requests to the appropriate team.

Our service desk analysts resolve on average 60% of incidents reported at first point of contact, using industry-standard secure remote software and access tools. 

Our priority is to ensure regular updates are shared with the customer and the ability to track all incidents in our web portal.

Technical Resolution Service

Where it has not been possible to resolve an issue, the ticket will be escalated through to our highly skilled technicians.  As part of this resolution service we offer a number of services including the installation, support, maintenance and (where required) disposal of IT equipment. We can also advise on the acquisition of new IT hardware.

Silver Service

A more bespoke offering where our Silver Service colleagues have access to all internal IT resources, skills, experience and expertise as required to resolve the majority of your issues on site. This service provides dedicated technicians who will integrate with the wider IT support and compliment other third-party IT support agreements. As part of this service, planned visits to your sites will be agreed to discuss IT improvements or enhancements.