One number to call, whatever the issue turns out to be
Service Desk and end user support run as one logged channel, so every request is triaged, tracked and resolved against an agreed SLA.
What this means for your organisation
A service desk that answers the phone isn't the same as one that resolves the issue, tracks how long it took, and reports on whether it met the SLA it promised. Service Desk and End User Support run as a measured function, every ticket logged, worked, and closed against defined SLAs and KPIs, with remote-first resolution and desktop support handling what remote can't.
What’s included
Service Desk
Every technology issue logged and triaged through a single tracked channel, so nothing is lost between teams.
Remote Support
First-line remote troubleshooting and resolution, closing the majority of issues without requiring desk-side intervention.
Desktop Support
Hands-on support for end user computing issues that remote troubleshooting can't fully resolve.
Windows Support
Support for Windows OS issues, configuration, performance, and troubleshooting, across the fleet.
Microsoft Office Support
Support for Office and Microsoft 365 application issues, from installation problems to functionality troubleshooting.
Incident Management
Structured handling of incidents from report through resolution, with clear ownership at every stage.
Request Management
Handling of standard service requests, access, software installs, standard changes, through a defined, trackable process.
SLA / KPI Management
Ongoing tracking of service level performance and key metrics, with regular reporting against agreed targets.
Delivered through the BlueMonk technology ecosystem
Delivered by group delivery entities rather than through manufacturer supply.
- Dev ITGroup delivery entity for implementation, managed services and support operations.
Four steps, agreed before anything starts
- 01
Log the request
Issue or request submitted through the service desk and logged against the relevant asset.
- 02
Triage and resolve remotely
First-line troubleshooting attempted remotely wherever possible.
- 03
Escalate if needed
Desktop support or specialist teams engaged for issues remote support can't close.
- 04
Track and report
Resolution time and outcome logged against SLA and KPI targets, with regular reporting.
More in Maintain
Tell us what the requirement looks like
Tell us how support is handled today and where users feel the friction, we'll come back with a Service Desk plan that's measured against real SLAs.