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Managed IT Support

1st line IT support services, built around your business

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If you work for a mid-market company (50-5000 employees), you’ll know that keeping end-users happy is a critical component of your IT model, it takes a team of experienced professionals… and a modicum of patience.

Businesses used to have two choices – insource or outsource. However, the rigidity of these service offerings doesn’t always suit the fast-paced, ever-changing world in which mid-market companies exist.

With technology and applications playing an integral part in a mid-market businesses success, having the right IT support model in place is fundamental. You need to be able to provide a consistent service to end-users, whilst being able to flex and scale in order to compete – often resulting in a more complex IT support model.

Services to suit all your requirements

Our first line support services are designed for companies just like yours, with flexibility around how, when and where you need us. We can add capacity to your existing service desk or manage the whole lot for you. It entirely depends on your requirements.

Which IT support model?

Managed Service Desk

Option 1: I want a partner to provide a fully managed service desk for my end-users so I can focus on transformation

If you don’t want internal resources tied up delivering end-user support, you can leverage our fully managed service desk solutions:

Fully managed remote end-user service desk

  • Dedicated access to our community of over 150 UK based IT professionals
  • Flexible SLAs, ITIL accredited and customer portal access

Fully managed onsite end-user service desk

  • Outsource the management of your existing in-house service desk
  • Reduce transition time and enable innovation focus

Supported Service Desk

Option 2: I want to continue to manage my service desk but I need help maintaining skills and resources

If you’re spending a lot of time finding and maintaining the right resource level and skill sets, you can leverage our flexible IT support services:

Extra IT support at your site

  • Additional 1st line support deployed at your office
  • Or an IT engineer deployed at your office

Extra IT support through our service desk

  • Additional 1st line support located at our offices
  • Using your tools and processes

Benefits of our IT support services

  • Provide scale and flexibility to your business 24/7
  • Solutions to suit your requirements
  • Enhance end-user experience
  • Access expertise, resource and service management tools
  • Replace variable capital and opex with a predictable monthly cost
  • Minimise downtime & increase productivity
  • Create a platform for growth
  • Improved service reporting and contracted SLAs

Our service desk by numbers

150

service desk professionals

70%

of calls resolved on first call

4

UK based service desk locations

95%+

issues resolved within SLA

90%

calls answered in 20 seconds

Have you got a 5 star IT Service Desk?

Our newly launched, interactive, digital tool can assess the strengths and weaknesses of your Service Desk by ranking its core capabilities such as performance, capacity, business alignment and innovation.

What will I get after completing the interactive test?

You will receive a tailored assessment with recommendations on how to improve your Service Desk performance based on your score.

Last but not least, it is completely free and you can redo it as many times as you wish.

Find Out Now 

Our Customers

oats
frank recruitment
david phillips

Through Acora we found a partner who could not only design and build our cloud platform in Azure, but also provide ongoing support of our environment. We now have a fully scalable, modern IT platform which enables us to focus on achieving further international expansion.

Mark Hill
Global CIO, Frank Recruitment Group

As specialists in high performing end user support, we found their proposal to be the most compelling and we were able to obtain great client references which gave us the confidence that they could deliver their designed solution.

Roland D’Costa
Director of Global IT Services, 3i PLC

Acora’s in-depth knowledge and implementation methodology impressed us, as well as their ability to help us shape our new solution as our relationship progresses. Ultimately, we wanted an experienced partner who had the technical ability to integrate systems and streamline processes. 

Mike Skypala
Managing Director, OATS Ltd

Customer case studies

Kennedys – ready for growth

Kennedys needed to add capacity to their service desk, after experiencing difficulty recruiting and retaining staff.

Osborne Clarke – End user IT support

Osborne Clarke was experiencing rapid growth and the company needed to ensure it’s fee earning end users had access to a scalable, 24/7 IT service desk.

3i – End user IT support transformation

3i wanted to improve end user satisfaction, as well as boost confidence in, and visibility of IT support.

Get in touch

The Acora team is ready and waiting to understand your challenges and see how we can help.

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Contact details

Acora
Hamilton House, Temple Avenue, Temple, London EC4Y 0HA

Acora
Acora House, Albert Drive, Burgess Hill, West Sussex RH15 9TN

Acora
Pegasus House, 1 Cranbrook Way, Shirley, Solihull B90 4GT

International callers please use: +44 1444 221123

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