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Managed IT Support for global businesses

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:

  • Infrastructure – Virtual infrastructure, On premise infrastructure, Cloud & SaaS infrastructure
  • Microsoft Office 365
  • Disaster Recovery
  • End User Computing
  • Network, Wi-Fi, Connectivity

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:

  • Stronger alignment between IT and the business, changing IT from a cost centre into a true business enabler.
  • Improved service delivery and customer satisfaction rates through better event, incident and request management – Saving your IT service desk team time, money and effort on resolving issues.
  • Reduced costs through improved use of resources by analysing when you need engineers available and the tasks you want them to complete.
  • Improved IT staff productivity by advising and putting in place programmes of work which automate many manual day to day IT processes.
  • Greater visibility of IT costs and assets means IT will become more accountable to the business and can enable delivery against customer and organisational objectives.
  • Better management of business risk and service disruption or failure as a proactive approach to IT will give the IT teams visibility of where potential problems may be happening so they can put a fix in place before the issue becomes business critical.
  • A more stable IT service environment which mitigates IT risks, achieves greater interoperability between systems and reduces user complaints.

“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

Managed Service Desk Delivers

24/7, 365 UK support, delivering on Service Excellence

24/7, 365 UK support, delivering on Service Excellence and experience Level Agreements rather than just an SLA.

In-depth analysis of all systems

In-depth analysis of all systems aligned to their operational value - identifying and preventing business-critical system outages

An outcome delivery focus

An outcome delivery focus on root cause analysis of potential problems - we don't just fix resulting issues

Automation services

Automation services allowing continual investment in value-add activities

Active analysis of issues to strengthen resilience

Active analysis of issues to strengthen resilience

A client-centric approach with a single point of contact

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

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

Peace of mind from a proven service that is already looking after some of the largest networks in Europe

Strong vendor relationships

Strong vendor relationships giving access to the world's top vendors



Case Study: Bates Wells Braithwaite

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Avanti West Coast
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