Service desk

Our IT service desk, the Global Support Centre, can help you quickly resolve issues with your digital services. Whether you’re looking for support with cloud, on premise or co-located services, we operate a secure and effective service desk.

We know that a one-size-fits-all approach does not offer the adaptability and flexibility you may need. Therefore, alongside our standard offerings we can tailor our support based on your needs.

How the IT service desk works

As a government organisation, we understand the processes you have to work to. We take a collaborative approach to understand your needs and expectations, and make sure we provide the right support.

We work with you and your requirements to create a proposal with a recommended approach and specific deliverables.

We can provide 24/7 year-round operational support, and have the capacity to flex to meet demand.

We have 3 standard offerings, which can be tailored to meet your needs.

Log and despatch

We are an initial point of contact, and log all details before despatching them to a third party for resolution.

Log and dispatch is particularly aligned to the service integration and management (SIAM) model. See IT advisory services to find out more about SIAM.

Log and resolve: First line (standard/default)

We provide an initial point of contact, and will attempt to resolve the problem based on in-house skills, knowledge and experience. In the event we cannot resolve the issue, we’ll bring in a third party.

Log and resolve: First line to Third line

We are the initial point of contact, and are responsible for attempting to solve the problem based on in-house skills, knowledge-base, and experience. In the event we cannot resolve the issue, it will be allocated to our technical teams.

Our service to you

We work hard to make sure that our teams have the right knowledge base to deal with technical issues quickly. We aim to keep the percentage of our calls logged and resolved with no functional escalations within one hour above the industry standard.

Our Global Support Centre is situated close to our other highly skilled technical staff, including network engineers, infrastructure engineers and other IT subject matter experts. This allows us to resolve problems that require specialised knowledge or experience efficiently.

We take a collaborative approach to our work with you, and focus on your objectives. We can easily tailor our support for specific business needs. Our adaptable and flexible delivery framework supports a ‘waterfall’ or ‘agile’ delivery methodology.

We work to high security and accreditation standards. All our staff are cleared, and our Global Support Centre is located on a secure government site.

Additionally, our service desk capability is supported by its ISO 20000-1 (Service Management), ISO 9001 (Quality Management Systems) and ISO 27001 (Information Security Management) accreditations.

We also hold ISO 22301 (Business Continuity Management) accreditation. This ensures we’re able to effectively manage and quickly respond to any unexpected and disruptive incidents that may affect our service to you.