24/7 Service Desk

Supporting over 4,000 sites, our service desk can provide support how and where you need it. Onsite and remote, we do what it takes to support your organisation.

A comprehensive ticketing tool with workflows and SLA measurement and management. Use our client portal, or have regular meetings with our team to ensure you're getting the support you need.

A complete monitoring service means we're onto problems before your organisation is impacted.

Our service desk processes are built around the ITIL principles of problem, incident and change management. Service levels are determined by ticket severity and we resolve issues accordingly.

Every issue runs through the same four steps — define, replicate, resolve, test. We gather what actually happened, reproduce it away from your live systems, fix the cause rather than the symptom, and validate before closing. It costs a little more time on the first call and saves it on every one after, because the issue does not come back.

Patching is handled proactively rather than deferred. Routine updates go out with minimal disruption; anything larger is scheduled outside working hours, so staying current does not mean stopping work.