Trusted Technology have a NHS Certified Service Support Desk, fully customisable to meet your particular needs. Our helpful, fully trained team of support desk engineers are available to offer email and telephone support to your users using ITIL procedures Our Service-level agreements are customised to suit your individual needs with tailored response and resolution times, standard or extended hours, support from either 1st, 2nd or 3rd line engineers with a high functioning ticketing system to keep you updated with what is happening regarding your particular request.

If you just need some extra capacity to compliment your own service desk, we can do that too, on either a short or long term arrangement. We provide reporting and analysis to aid your management, equipment and training planning for the future. There are monitoring and alerting options as well as major even management and resolution services to suit your own particular needs.

We realise that you may need some extra capacity or perhaps capability for short or longer term requirements.

Additional Capacity Support

If you are experiencing higher than planned usage of your own service desk, we can help by offering tailored overflow services to ensure your customers continue to receive the best possible support.

Short or Long Term

We can offer service desk support agreements for short or longer terms, tailored to meet your needs.

1st, 2nd and 3rd line

Our ITIL based service team offer skilled technicians at every level to meet and exceed whatever support needs you may require.

Out of Hours Support

We can offer an on demand support desk, outside of your normal hours to compliment your existing service.

Cyber Response

Our technical experts are always on hand to respond to cyber threats, ensuring your business continuity plans are supported in the best possible way.

Business Continuity

Business continuity as a service can support you to identify the critical risks facing your organisation, and help mitigate against them. Should you face an operational risk, our service team can help you work through it.

Major Incident Management

We will manage your major incidents, from onset to root cause analysis and after action reports. Our team has vast experience, tested processes and procedures which will ensure your stakeholders are informed throughout an event.

Our professional technical support teams are ready to offer remote support, including remote take over to aid your team and help them get back to work as quickly as possible.

Telephone Support

Our dedicated support team are available to take your calls during a time that suits you.

Remote Desktop Support

Our service desk will remotely connect to your devices, offering real time resolutions to your tickets and problems. We close roughly 90% of our customers tickets remotely.

Technical Troubleshooting

Experts in resolving your tickets quickly and effectively, our technicians troubleshooting metholdologies will mean you receive the very best support.

Major Incident Management

We will manage your major incidents, from onset to root cause analysis and after action reports. Our team has vast experience and tested processes and procedures that will ensure your stakeholders are informed throughout an event.

Our service is built on an ITIL framework to provide a full support desk service supporting your teams to remain effective and efficient.

ITIL Methodology

Our service is built on ITIL framework, meaning you will benefit from improved service delivery, customer satisfaction and a stronger alignment between IT and the business.

Subject Matter Experts

As the IT industry continually develops, our subject matter experts will assist you, utilising their expertise, knowledge and deep understanding of the latest technology.

Network Operation Control

Our network operating centre can monitor the performance and health of your network, ensuring your services are maintained with the best possible uptime.

Cyber Response

Our technical experts are always on hand to respond to cyber threats, ensuring your business continuity plans are supported in the best possible way.

Patch and Release Management

We can provide release management services, meaning your software patches and deployments are tested, piloted and deployed to the required compliance levels.

Our high functioning ticketing system will track your request from first contact to resolution.

Reporting

Trend analysis to identify training needs. Problem management to -proactively improve the user experience.

Knowledge Management

Access to self-help guides and videos to support the specific needs of your users.

Incident and Request Management

Full management of your incidents and requests ensuring your end users receive the best possible service.

Hierarchical Permissions Structure

Management oversight for your key users providing visibility of information, approval process and events.

Asset Life-Cycle Management

A full service throughout the lifecycle of your equipment and software asset including secure and environmental disposal.

Fully Automated Ticketing System

Our high functioning ticketing system will track your request from first contact to resolution. The hierarchical profiles mean that you have a view of single or multiple departments or sites.

Fully Auditable

Full view of the reason, issue, status and resolution of the request. You can easily see who is dealing with the request and how long it took to resolve as well as any escalation information. We offer a reporting and analysis service, to give you peace of mind, providing advice on training and planning to improve the experience of your technology users.

Escalation Facility

Peace of mind that your priority incidents are flagged, escalated and managed accordingly, by the most appropriate resource.

Portal Access

Seamless visibility, an ease of request logging, real time reporting of your tickets, assets and oversight of your teams.

Complete Life-Cycle Tracking

Full life cycle management of your request from first contact to resolution.

ITIL Methodology

Our ITSM solutions support the latest ITIL methodology to enable continual improvement.

Telephone Support can be tailored to suit the particular challenges that you have.

UK Office Hours

We can provide 1st, 2nd and 3rd line support desk engineers during UK office hours to suit your particular requirements.

Extended Hours

We can provide 1st, 2nd and 3rd line support engineers during non-UK working hours to suit your particular requirements.

Additional Capacity

We understand that there are times when you need additional capacity, perhaps during new equipment or software deployments, to help deal with temporary increased call volumes. Or maybe additional knowledge capability, for example a 3rd line support team to enhance your own team.

1st, 2nd, and 3rd Line Capability

We have qualified and experienced Service Support Teams covering 1st, 2nd and 3rd line. We can provide full service, or tailored features, depending on the particular requirements that you have.

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