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End User IT Support

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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.

Option 1: An outsourced IT service desk

Ideal for companies with 100-1000 employees, our managed services enable 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.

End user support
Core components

  • 1st line support
  • Problem resolution
  • Incident management
  • Third party escalation
  • Service request fulfilment
  • User device support

Option 2: Your onsite IT service desk, managed by us

Technology has become the accelerant of modern businesses, and most companies have plans to digitally transform. However, looking after business as usual takes a surprising amount of time away from your IT department’s objectives.

We can take on the management of your internal IT service desk, using your existing toolsets and metrics for continued and uninterrupted support – enabling your team to focus on the innovative projects and initiatives that will drive your business forward.

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 op-ex with a predictable monthly cost
  • Minimise downtime & increase productivity
  • Improved service reporting and contracted SLAs
  • Read our definitive guide to IT Managed Services for more information.

Customer case studies

EC Insurance Company – full IT outsourcing

As a growing business, and a regulated entity with the Prudential Regulatory Authority (PRA) and the Financial Conduct Authority (FCA), ECIC were facing a number of challenges around their IT infrastructure which led to their decision to outsource their IT.

Ashcourt Rowan – infrastructure transformation and end user support

Creating a repeatable and robust IT platform and plan to support business growth, as well as providing scalable end user support.

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.

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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