Service Desk

Our proven record of accomplishment in the supply of both onsite and Remote Service Desk support means that we are confident that we can exceed expectations and deliver high levels of customer satisfaction. bluesource has over 16 years’ experience in delivering proactive follow the sun support Services from our Service Management Centre (SMC), based in split UK regions (London and Reading) as well as Dallas and Sydney.

The SMC provides proactive, flexible and comprehensive services backed up by enterprise level toolsets, highly skilled support staff and mature processes that conform to the ITIL methodology as well as ISO27001 standards. Our fully certified on-site staff are able to provide 24×7 technical support across a range of key technologies including Microsoft, Citrix, Veritas Suite, Mimecast and Cloud services.

As part of our Service Desk offering customers can expect the following:

     Key Attributes
  • Dedicated Account Management Team
  • Dedicated Service Delivery Manager
  • Technical 1st Line skill sets
  • ITIL based In-house developed service desk tool (ConnectWise Manage)
  • Clear escalation procedures and SLAs
  • Structured migration methodology for a seamless transition
  • ‘Key Performance Indicators’ across the IT environment
  • Regular satisfaction surveys, highlighting areas for improvement
  • Managed Change Process
  • A true 24x7x365 offering, delivered from our SMC
  • Incident, Major Incident and Problem Management
  • Industry Leading Cloud Management Toolsets
Our Customers

 

we help organisations protect, govern and manage their data

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