Managed Service Desk
Our m|four services suite consists of four modular service elements that can be applied to all or any part of your business, flexing as your IT and communications requirements change.
Imerja provides a range of “white label” managed service desk solutions to customers who wish to outsource the provision of a technical help desk to their end users or internal departments.
Typically, customers have an existing “in-house” service desk which they wish to fully outsource or are looking to extend normal business hours to a 24x7 operation by outsourcing the “Out of Hours” component. Often the resolver groups (responsible for resolving faults) include the customers themselves, third parties, or a combination of both. In most cases the customer preference is for all resolver group performance to be managed and reported in relation to agreed service levels.
Imerja takes a consultative approach to fully understand requirements, including:
Required service quality, service levels and reporting needs
- The customer personalisation required – e.g. initial greeting, voicemail, managed email mailbox
- Any service improvements
- User details
- Predicted call volumes and categorisation
- The existence of procedures and triage scripts for adoption
- The number and responsibilities of the resolver groups
- Call prioritisation and escalation procedures
This allows Imerja to design and build a bespoke service desk service which has the required customer personalisation whilst meeting their operational and performance objectives.
Imerja provides managed service desk solutions to a number of public and private sector customers including:
- Alder Hey Children’s’ Hospital
- Lancashire Healthcare
- Liverpool Women’s Hospital
- Westminster City Council
- Wireless Logic
The service desk within our 24x7 operations centres provides a Single Point of Contact (SPOC) giving you further peace of mind that dedicated support engineers are monitoring and managing your infrastructure directly. Irrespective of whether incidents are proactively monitored or reactively reported, the SPOC will take full ownership of call logging, diagnosis and progressing faults up to point of an agreed solution.