Case Study: Bates Wells Braithwaite
The Managed IT Service Desk is the initial point of contact for customers. The team is made up of technology experts and support analysts who are on hand to predict, diagnose and rectify faults. The team is aligned with ITIL principles and is certified to ISO-20000-1 standards to ensure best practice support is offered at all times. This is delivered through a combination of advanced monitoring of your infrastructure, fast and effective IT support, root cause analysis, ticket trending, incident management - inclusive of ownership and tracking, and change management.
Our 24/7 Service Desk is comprised of a combination of 1st, 2nd, and 3rd line support engineers. Each of our 3rd line engineers are aligned to a specific type of technology. This allows us to make sure that critical and complex tickets are dealt with by specialists, therefore improving the speed of service.
We have critical mass at a senior level across each of the following technology sets:
A dedicated and shared service desk provides proactive infrastructure and application monitoring and first-time fixes. Working in an ITIL compliant environment, all changes to customer and Managed IT environments are planned, controlled and managed to minimise risk and disruption.
Managed Service Desk Benefits
The benefits of working with Managed to create an outsourced IT service desk which supports your business include:
“The best thing about Managed isn’t necessarily what they provide, it comes from their attitude. It’s all about getting in, having a look at our challenges and seeing how they can help us solve them. I think Managed are the best service provider we have ever used.“Stuart Mackcracken - Head of IT, Virgin Trains
Services used: Outsourced IT Support
24/7, 365 UK support, delivering on Service Excellence and experience Level Agreements rather than just an SLA.
In-depth analysis of all systems aligned to their operational value - identifying and preventing business-critical system outages
An outcome delivery focus on root cause analysis of potential problems - we don't just fix resulting issues
Automation services allowing continual investment in value-add activities
Active analysis of issues to strengthen resilience
A client-centric approach with a single point of contact for incident management plus ownership and tracking to request management, managed services support and onsite resource scheduling
Certified with BSI ISO accreditations ISO27001, ISO20000, ISO9001 and ISO14001
Peace of mind from a proven service that is already looking after some of the largest networks in Europe
Strong vendor relationships giving access to the world's top vendors