Service Desk
Designed to help organisations optimise operations, improve overall efficiency, and guarantee business continuity. Whether you’re looking for a fast service desk health check or a comprehensive, long-term improvement strategy. We provide practical, actionable solutions tailored to your specific needs, ensuring your IT operations run smoothly and effectively.
Why an Efficient IT Service Desk Matters
A service desk is the hub of your IT department, serving as the central point of contact for both internal teams and external customers. Your service desk can either strengthen or weaken your organisation’s reputation, based on how well it manages IT incidents and customer interactions.
While avoiding disruptions is the goal, a well-optimised service desk can significantly minimise the impact of any issues that arise. This allows for smoother operations, ensuring your business runs without unnecessary downtime or customer dissatisfaction.
An effective service desk is more than a troubleshooting tool—it's an opportunity to create memorable customer experiences. By quickly resolving issues and adhering to industry standards, your service desk will become a key asset for supporting both daily operations and long-term business goals.
Key Questions to Consider
Is Your IT Service Desk in Sync with Strategic Goals?
Is your IT service desk holding back the overall potential of your IT operations? Ensure your IT support is fully aligned with your business objectives to improve both efficiency and customer satisfaction.
Are You Using Industry Best Practices in IT Service Desk Management?
Adopting industry best practices, like ITIL, can help you achieve operational excellence and drive measurable results from your service desk.
Is Your Service Desk Strategy Evolving with Your Needs?
A mature service desk strategy ensures that you’re reducing service escalations and consistently delivering high-quality service. Without this, you’re likely leaving room for inefficiencies to affect your operations.
Services
Service Desk Health Check
A 3–5-day engagement offering a comprehensive analysis of your IT service desk setup. It includes interviews with stakeholders, staff, and customers, leading to a detailed report with actionable steps for optimisation. This health check ensures alignment with ITIL best practices and identifies areas for rapid improvement.
Service Desk Assessment & Audit
Our multi-year programme aligns your service desk with the SDI Best Practice Standard, ensuring long-term support and helping your organisation achieve industry accreditation. Ongoing reviews keep your service desk performing at its peak, with continuous adjustments to maintain efficiency and operational excellence.
Service Desk Optimisation Workshop
A one-day workshop focusing on diagnosing challenges like ticket backlog, incident management, or communication breakdowns. This interactive workshop provides your team with immediate, hands-on strategies for improving daily service desk operations, enhancing efficiency, and boosting customer satisfaction.
Key Benefits
Independent, Objective Insights: Receive an external evaluation that pinpoints inefficiencies and reveals opportunities for optimisation.
Immediate, Practical Solutions: We deliver recommendations that can be implemented right away to improve your service desk’s performance.
Enhanced Knowledge of ITSM: Accelerate your team’s understanding of key IT Service Management practices, including incident management, change management, and problem resolution.
Why Choose Us?
As independent IT Service Management consultants, we specialise in helping organisations optimise their IT Service Desks to meet industry standards and achieve strategic goals. Our tailored approach ensures that you receive practical, actionable insights that drive real-world improvements in your IT operations.
Our Approach
Together we’ll find new opportunities and jointly transform your service.
What are the key elements of our consultancy approach..?
01
Discovery
The goal is to quickly build an understanding of the organisation, people and challenges, in order to be able to suggest improvements. This is delivered via interview sessions, individual and group meetings, plus data gathering via survey questionnaires and document sharing.
02
Analysis & Review
This involves a review of discovery materials, plus research and input from industry sources as required. Then work to analyse findings and come up with various risk and decision options and recommendations.
This is delivered with minimal need for client interaction although there are usually one or more feedback and iteration discussions involved.
03
Solutions
Work is concluded by providing feedback on issues and options, with recommendations and interactive decision support to identify the best actions to take. Including, the delivery of a management report, plus an online presentation workshop and other materials as required.
Ongoing support, people support, tools and documentation are available as needed to support project kick-off and to get started on relevant work.
Our Approach
Together we’ll find new opportunities and jointly transform your service.
What are the key elements of our consultancy approach..?
01
Discovery
The goal is to quickly build an understanding of the organisation, people and challenges, in order to be able to suggest improvements. This is delivered via interview sessions, individual and group meetings, plus data gathering via survey questionnaires and document sharing.
02
Analysis & Review
This involves a review of discovery materials, plus research and input from industry sources as required. Then work to analyse findings and come up with various risk and decision options and recommendations.
This is delivered with minimal need for client interaction although there are usually one or more feedback and iteration discussions involved.
03
Solutions
Work is concluded by providing feedback on issues and options, with recommendations and interactive decision support to identify the best actions to take. Including, the delivery of a management report, plus an online presentation workshop and other materials as required.
Ongoing support, people support, tools and documentation are available as needed to support project kick-off and to get started on relevant work.
