IT Service Desk
A service desk that closes tickets, not just logs them.
Shared, dedicated, in-country or offshore — 24/7, with a workflow you can audit.
Three ways to run it
| Model | How it works | Best for |
|---|---|---|
| Shared service desk | Analyst capacity drawn from a shared pool, charged on usage. | Ad-hoc demand, smaller user populations, predictable low volume |
| Dedicated service desk | Named analysts assigned to your account, full-time, five days a week or extended hours. | High ticket volume, large user populations, strict SLA |
| In-country & offshore | A blended model — local-language first line in country, scale and out-of-hours cover offshore. | Multi-country operations balancing cost against language and time-zone needs |
How a ticket moves through our desk
| Step | What happens |
|---|---|
| 1. Intake | Requests received through your chosen channels — email, portal, phone or your own ticketing system. |
| 2. Ticket creation | A ticket is raised and categorised in the service management tool for every request, with no verbal-only work. |
| 3. Initial triage | Priority assessed and the ticket routed to the right support group or individual. |
| 4. Investigation | The assigned analyst or engineer diagnoses the issue or fulfils the request. |
| 5. Communication | The requester is kept informed — findings, steps taken and expected time to resolution. |
| 6. Resolution | Steps, changes and relevant detail documented against the ticket. |
| 7. Testing and verification | The fix is validated against the requester's requirement before closure is proposed. |
| 8. Closure | Ticket status updated to reflect resolution or completion, with requester confirmation. |
| 9. Knowledge base update | Troubleshooting steps and new knowledge captured so the next occurrence is faster. |
| 10. Continuous improvement | Trends and recurring issues analysed monthly to remove causes, not just symptoms. |
What you get
- 124/7 remote coverage, with agreed hours of guaranteed response.
- 2Multilingual analysts — language coverage matched to the markets you operate in.
- 3Integration with your existing ITSM tooling, or ours if you prefer.
- 4Monthly reporting on volume, first-contact resolution, SLA attainment and recurring causes.
- 5Direct hand-off to our field engineers when a ticket needs someone physically present.
Not sure which model fits your volume? Tell us your ticket numbers and we'll recommend a setup.
Talk to us about your ticket volume