Managed IT · Service Desk
Service desk that employees rate as good.
ITIL 4 aligned multi-channel service desk — L1/L2 support, self-service and continuous experience measurement.
Traditional service desks measure ticket volume; we measure whether employees can do their jobs. Our ITIL 4 aligned desk runs 24×7 across chat, email, phone and portal, with self-service, knowledge management and experience-level agreements (XLAs) alongside classic SLAs.
/ Capabilities
What's in scope.
24×7 multi-channel L1/L2
Chat, email, phone and portal with skills-based routing and follow-the-sun coverage.
Self-service & knowledge
AI-assisted portal, curated knowledge and automation for password resets, access requests and common asks.
Major incident management
Bridge coordination, comms cadence, and integration with SRE / SOC teams for cross-boundary incidents.
XLAs alongside SLAs
Experience metrics (CSAT, effort score, first-time-right) reported alongside ticket-time SLAs.
Deflect what can be self-served.
The best ticket is the one that never opens. AI-assisted self-service, well-curated knowledge and password/access automation cut volume so agents focus on complex issues.
Measure what employees feel.
SLAs measure the desk; XLAs measure the employee. We report both, and improvement plans target the gap between them.
/ Standards & Tooling
Common questions.
What tickets can safely be automated?
Password resets, MFA re-enrolments, standard access requests, software installs and status checks. We typically deflect 30-50% of L1 volume through automation and self-service.
How is quality measured?
SLAs on time-to-respond and time-to-resolve, plus XLAs on CSAT, employee effort and first-time-right — reviewed monthly with continuous improvement plans.
Ready to scope a 24×7 service desk & end-user support engagement?
A senior practitioner — not a sales rep — will respond within one business day.
Contact Us