24/7 IT Support
In today’s modern workplace, you need to support your users and ensure they can access their applications, services and data from any device, in any location, around the clock. Does your team have the resources to manage incoming IT service requests throughout the increasing working day and beyond?
Managing the desk is an important part of IT operations but as a busy team you have to strike the right balance between managing the mass of business as usual and delivering innovative new services.
How Acora can help
Our acoraDesk package enables you to pass the support and management of your end users to Acora, to a defined SLA. This allows your team to focus on managing the core environment and initiatives that have the biggest impact to your business.
We can also support you outside of the traditional working day, meaning your team doesn’t have to be on call unless it’s a real emergency.
On a 24/7 basis, our team will provide end user support and escalate relevant cases to appropriate 3rd party or internal resolver groups, maintaining responsibility for managing the case and updating the end user.
End User Support
Core components
- 1st line support
- Problem resolution
- Incident management
- Third party escalation
- Service request fulfilment
- User device support
How acoraDesk works
Taking good care of your end users
Your people are your most important asset; they demand a responsive, capable service desk to allow them to maximise their productivity.
The service desk is key to the request fulfilment and incident management process. Our UK-based service centres operate 24x7x365, serving clients both in the UK and globally, from 1st line to 2nd and 3rd line.
ServiceNow is core to Acora’s service delivery and is the industry leading IT Service Management platform. It provides our service desk with the best tool to react and resolve client issues as fast as possible.
Our service management process explained
Service Transition
Following our simple tried and tested methodology, your dedicated project manager will transition your end-user support to us, smoothly, efficiently and on time.
Service Delivery
During core business hours, your users will be allocated to a dedicated “named” service desk team who will have primary responsibility for service delivery.
Incident Management
Our service desk analysts follow industry guidelines for incident management (ITIL) to ensure they provide the best possible care of your end users.
Service Reporting
A dedicated Account Director (AD) will provide ongoing management of your account and provide monthly service reports detailing your service performance metrics (KPIs and SLAs).
Key benefits of end user IT support
- Provide scale and flexibility to your business 24/7
- Enhance end user experience
- Access expertise, resource and service management tools without the investment
- Replace variable capital and opex with a predictable monthly cos
- Minimise downtime & increase productivity
- Improved service reporting and contracted SLAs
Customer Success Stories
Infrastructure & Service Transformation
Our client is a multinational private equity and venture capital company based in London, with over 350 employees. Acora responded to a formal RFP to select a new IT Services partner to support an infrastructure transformation activity and a service transition from their long-term, incumbent service provider.
First line service desk support for leading property consultant
Our client, a leading property consultant with 1500 employees, had a history of expansion and acquisition. The company’s internal IT team was well established but needed to extend its strength and capacity to help deliver a fully optimised service that was more robust and scalable to support the company’s future growth.
24/7 service desk support for second time outsourcer
Our client is one of the UK’s largest trade unions. The organisation’s current IT contract with a single provider for 1st – 3rd line support was not delivering the service value they needed. As a result they decided to split the services and move to a multi source agreement.
Get in touch
The Acora team is ready and waiting to understand your challenges and see how we can help.
Contact details
Acora
Pegasus House, 1 Cranbrook Way, Shirley, Solihull B90 4GT
Acora
Acora House, Albert Drive, Burgess Hill, West Sussex RH15 9TN
01444 221123
International callers please use: +44 1444 221123
