Service Desk
Managed 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.
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.
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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,
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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
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 and Capacity Management: as your organisation evolves, our team will continually meet your service requirements to meet your objectives.
- Service Delivery Management: our Service Delivery Manager (SDMs) deliver the highest standards of customer service to develop client relationship into seamless partnerships.
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.
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services
IT Support in other regions
Our IT Support services are available across the UK.
Find out more about how we can help your business locally:
Milton Keynes
IT Support services in Milton Keynes from Espria. Find out more about outsourced IT support and how it can help your business locally.
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We create ‘simple’, cohesive solutions that transform our clients’ business operations. Whatever your goals, we are here to help you achieve them. So get in touch and start your IT digital transformation today.
Our Other Services
Cloud Services
Accelerate your performance and agility with cloud services that enable your business to benefit from maximum uptime and no disruption.
Communications
Cloud-based communications, keeping your teams collaborating seamlessly and securely.
Managed Print Solutions
Evolve your workplace technology, maximise uptime, and eliminate the burden of your document and printing environment.
Hybrid & Remote Working
Wherever they work, your teams are supported with seamless IT solutions.
What we do
