Helpdesk Services - Tips From an Outsourcing IT Company

The foundation of our Support Services Portfolio is theaccreditation, we make a significant annual investment
IT Service Desk Service. Offering a telephone-basedin formal product training for its support engineers and
service for both technical and end-user support, theservice desk personnel. In most cases the training and
Helpdesk is manned by highly qualified andsubsequent examination leads to the award of a
experienced support personnel based in ourformal certification to the engineer.
purpose-built Service Desk Centre based in Poole,Once equipped with the necessary skills, qualified
Dorset.engineers continue to extend their knowledge and
Acknowledged as a fast, efficient and effectiveexpertise by undergoing extensive work-based training
service, the IT Service Desk Service is the result of agained across a broad range of technologies and
significant investment in personnel training, a large,customer scenarios.
dynamic, knowledge-base of fault calls and theirOur customers benefit from this unparalleled level of
solutions, and a team of highly skilled technical analystsexpertise and gain access to knowledge and
all of whom have attended ITIL courses. Thisexperience without the need to invest in training for
investment enables fault resolution for our customerstheir own IT staff.
to be carried out with much greater efficiency andFrom the training perspective alone, an outsourced IT
speed.Service Desk is a highly cost effective solution, which
An IT Service Desk Service is the focal point for allcan lead to a reduction in company overheads and
requests for support. Typically the majority of supportsubsequent increase in overall profitability.
requests are quickly resolved by Service DeskOther discrete IT Service Desk services offered
personnel. On occasions when the problem requires aninclude the temporary provision of personnel to assist
on-site visit to resolve the problem, then a visit by ain the management of holiday or extended sickness
qualified support services engineer can be scheduled.cover and the long term contract supply of engineers
The IT Service Desk Centre in Poole manages andwith specific skill sets and expertise or in our capacity
monitors the progress and performance of allas a managed service provider can provide full or time
customer support requests, including those of otherremote monitoring and alerting of your IT systems
third parties like specialist hardware maintenanceincluding their operational day to day administration.
contractors.Deverill is a leading provider of integrated IT Solutions
This capability and experience can also be madeand Services to public and private enterprises
available at customers' own locations, with an ITthroughout the UK. Established in 1979 with a
Helpdesk Service that is designed, built, staffed andprestigious client base, Deverill has acquired a vast
managed to meet the customer's specificexperience of IT product, service and training delivery.
requirements. As an outsourcing IT company, in theseIt prides itself on its ability to understand the needs of
circumstances we will take responsibility for theits clients and to provide solutions that meet those
Service Desk staff, ensuring that their levels ofrequirements in full. To ensure that it meets its own
expertise and training are maintained to the requiredvery high quality standards Deverill is an ISO9001:2000
standard and provide cover for planned and unplanned,Approved Company with the business procedures and
short and long term, staff absences.processes in place to ensure we meet our quality of
In order to achieve and maintain manufacturerservice goals.