Service Desk as a Service
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:
- Incident Management
- Problem Management
- Change Management
- Request Fulfilment (Service Requests)
- Configuration Management
- Release and Deployment
- Availability and Capacity Management
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:
- Monthly Service Reports
- Service Improvement Plans
- Risk and Issues Log
- Problem Management
- Major Incident Reports
- Business Updates
The detailed Monthly Service Report will contain the following information:
- Outstanding Cases
- Cases Logged, by Source/Case/Priority
- KPI’s to include response times
- Overall SLA Reporting
- Risk and Issue Reporting
- Problem Management Report
There are numerous benefits to using a Managed Service Desk; an outsourced service desk will:
- 1. Relieve the burden on your internal team
- 2. Give you access to experts with industry leading knowledge
- 3. Keep you informed and updated with analytics and reporting
- 4. Manage your teams’ expectations with deliverable SLA’s
- 5. Give you scalable 24/7 365 support
- 6. Reduce your risk – Espria is a reputable provider and client partner
- 7. Comply with industry specific regulations and compliance requirements
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.
It services
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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
