Service desk
The technological landscape is rapidly changing, which is presenting a significant challenge for organisations, particularly those delivering services to end-users. Many organisations are struggling to keep pace and have outgrown their digital infrastructure, leading to long-term inefficiencies, disrupted services and a poor end-user experience.
Trusted by:
Managed service desk
Our Managed Service Desk is the engine behind our managed service offering. Aligned with the ITIL framework of IT service management best practice, our services desks are built around your unique needs; to unlock long-term efficiencies across your organisation, promote agility across all service lines and help you remain ahead of the cure by transforming the end-user experience.
Service desk
as a service
At Espria, our managed service desk solutions offer essential technical support and industry leading knowledge to support customers across our service pillars in IT, and using similar, appropriate methodologies in document solutions and communications.
Our Service Management Tool allows customers to log and view the status of their own tickets via an online portal. All tickets are also subject to defined Service Level Agreements (SLAs) as detailed in our Support Agreement. By helping users to manage and prioritise urgent requests, as well as automate everyday manual tasks, our managed service desk teams can ensure you focus on the work that really matters to you.
Find out how we can help to free up your IT team to support other areas of your business with a free consultation and how our tailored solutions can help you to reach your long-term goals.
Explore our case studies
Thrive Tribe
Thrive Tribe, a leading health and wellbeing organisation, sought to enhance its cybersecurity posture to protect sensitive client data and maintain trust with its stakeholders.
Supporting the NAHT remotely
Founded in 1897 as the National Federation of Head Teachers’ Associations, in 1906, the organisation became the National Association of Head Teachers, or NAHT for short.
City Hire
City Hire is an independent tool and plant hire company supplying the construction industry since 1989. With a focus on high-quality equipment, reliable service and industry-leading technology,
Vercity – Ensuring Business Continuity & Security into the Future
Vercity provides a range of financial management & consultancy services, and they required an IT vendor to provide industry insights and help keep their data secure.
Team17 – Using Power BI to Improve Reporting & Business Decision Making
A multi-award-winning video game development company got in touch with Espria to discuss improving their reporting and utilisation of their data.
The Development Bank of Wales – Managing a Laptop Refresh Project
The Development Bank of Wales is a public sector finance company employing almost 300 people based in Wales. Espria were engaged to manage a laptop refresh project.
Why Espria?
We understand that switching to a new provider can be a daunting process. Risks of increased costs, overcomplicating existing process so they are no longer fit for purpose, or even concerns as to whether a new provider will have the knowledge required to support the complexities of your organisation are common concerns.
At Espria, our ITIL-based managed service desk can improve the end-user experience and help organisations to remain agile. Underpinned by strong partnerships, we can strengthen your digital infrastructure and implement long-term strategies that identify key opportunities to improve your services and unlock value for money.
We are committed to working with you to gain a wider understanding of your needs to deliver the highest standards of customer service. Our Service Delivery Managers (SDMs) harness deep ITIL knowledge and act as a single point of contact for many Espria Managed Services, and facilitate access to Espria Project and Professional Services, acting as a vital escalation point for any service or contractual issues. By working to agreed SLAs, our powerful Power BI tools from Microsoft also enable our SDMs to produce automated monthly service reports and deliver key insights in essential meetings at a time that suits you best.
Whether you are looking to centralise and consolidate your services, implement a standardised IT approach or overhaul existing ways of working, our ITIL-based manged service desk solutions can drive efficiencies, allow end-users to raise incidents directly and view real time stats, progress and get in touch with ease.
Our services
Client onsite or remote service reviews will be chaired by the Espria Service Delivery Manager and can also include monthly service reports, service improvement plans, major incident reports, business updates and risk and issue logs and reporting.
Our managed IT service desk services include the following:
Incident management:
We proactively detect and resolve issues before they arise to reduce downtime.
Problem management:
We examine why incidents occur, the underlying causes and how to improve your existing processes.
Change management:
We ensure your business remains agile amidst ongoing changes to your service operations without impacting end-users.
Request fulfilment:
(Service Requests): we fulfil any service requests in a timely manner while managing the entire service lifecycle.
Configuration management:
We maintain the hardware and software across your organisation with a range of monitoring tools to manage your services.
Release and deployment:
We manage changes or updates to your hardware or software without impacting the end user.
Availability & capacity management:
As your organisation evolves, our team will continually meet your service requirements to meet your objectives.
Service delivery management:
Our Service Delivery Managers (SDMs) deliver the highest standards of customer service to develop client relationships into seamless partnerships.
But don't take our word for it
Healthy Security: Thrive Tribe’s Cybersecurity Transformation
Explore how Thrive Tribe achieved compliance and client trust through our cybersecurity certification support.
Building Efficiency: Streamlined Solutions for JJ Estates
Aligning technology with growth, see how we enhanced JJ Estates’ operations and customer service through comprehensive IT support.
Giving An Accounting Firm Control Back on its IT Assets
Explore how we delivered 24/7 cyber protection and comprehensive IT control through a unified web management console.
Unlock your IT’s potential
We solve today’s challenges and build lasting value with tailored IT support and integrated ecosystems. With time back in your hands, you can focus on what truly matters.
Explore all of our IT capabilities
From everyday IT services to project delivery, our solutions flex and scale to meet your needs.
Managed services
Transition your IT management for tailored solutions that allow your team to focus on core priorities.
Project delivery
Switch to expert-led project delivery for guaranteed results across your digital transformation needs.
Flexible resource
Bridge skills gaps with cost-effective specialists that integrate with your team to impart knowledge and drive success.
Technology purchases
Optimise IT investments with smarter hardware and software tailored to you.