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Service Desk as a Service

The ‘engine’ behind our Managed Service offering is our Service Desk. Based in the UK, the Espria Service Desk support our customers across each of our service pillars in IT, Document Solutions and Communications. For the IT Services, the team follow industry standards and best practice, specifically aligned to the ITIL framework of IT Service Management best practice around the following processes: 

Other, similar methodologies are followed for Document Solutions and Communications Services. 

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 (SLA’s) as detailed in our Support Agreement. 


If you want to free up your IT team to support other areas of your business internally, then leave the service desk support to us – the help desk that supports your IT team and your wider employee base. 

Service Delivery Management

Our Service Delivery Managers (SDMs) are responsible for providing a single point of contact for many Espria Managed Services. They also facilitate access to Espria Project and Professional Services as well as acting as an escalation point for any service or contractual issues. 


Our SDMs are fully trained and experienced IT service professionals with deep ITIL knowledge who are committed to the highest standards of customer service. The SDM team all aim to develop client relationships into seamless partnerships. 


With regular meetings (set at intervals to suit you) and transparent reporting against agreed SLAs, you are always up to date on any projects, billing and new Espria service developments. Using a comprehensive toolset, our ITIL-based services give you the ability to raise incidents with us directly and view real-time status and progress. Incidents can also be raised by phone and email. 


Espria uses powerful Power BI tools from Microsoft to produce automated monthly service reports coupled with insights from the SDM which are presented at monthly meetings. 

Further Services

Client onsite or remote Service Reviews will be chaired by the Espria Service Delivery Manager and will include:

The detailed Monthly Service Report will contain the following information: 

There are numerous benefits to using a Managed Service Desk; an outsourced service desk will: 


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:


IT Support services in London from Espria. Find out more about outsourced IT support and how it can help your business locally.


IT Support services in Kent from Espria. Find out more about outsourced IT support and how it 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.


IT Support services in Aylesbury from Espria. Find out more about outsourced IT support and how it can help your business locally.


IT Support services in Hampshire from Espria. Find out more about outsourced IT support and how it can help your business locally.

It services

Case Studies

IT Services

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.

IT Services

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.

IT Services

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.

IT Services

National Association of Head Teachers – Managing a Move to the Cloud

Following the pandemic, NAHT was able to expedite its long-term plan to go fully cloud-based and complete the move from their bricks and mortar head office to the cloud in 2023.

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Scott takes the time to understand the complexities of your IT environment and support you with your future strategy implementation.

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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.


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.