Service Desk Boost
Remote incremental IT first-line support
A sudden increase in service desk tickets, staff churn, and absences often result in lower resolution rates, and it won’t take long for your end-users to start grumbling. Add in management distractions and the difficulty in recruiting the right skills, and suddenly, you’ve got a real problem on your hands.
Keeping up with end-user demands can be difficult, especially when you’re temporarily under-resourced.
That’s where we can help.
Our flexible, remote service provides dedicated IT support professionals on an ad-hoc basis. They’ll happily use your tools and quickly learn about your business so they can jump in and lend a helping hand. We’ll manage the transition and the resource, lightening the load for you and your internal team – quickly, easily and on a temporary basis.
Our Service Desk Boost offering is fulfilled from our team of over 150 fully trained and experienced professionals, they’ll be based in one of our four UK service centres. We’ll ensure the connection to your service desk is completely secure too, and we can replicate your environment precisely, this includes using your tools to record information.
Our team will handle an agreed number of tickets during requested work hours, effectively becoming an extension of your existing team. Access to our resource also means you can increase or decrease the number of tickets required over time.
We recommend that our service desk team spend some time with you onsite and meet some of the existing team. This ensures they understand your business and get to know your employees, creating a happier and more efficient work environment all around.
Our priority is always customer service, and we’ll monitor the quality of telephone response and ticket handling to ensure we match or surpass the performance metrics delivered by your internal team.
With Service Desk Boost, you can:
- Rapidly clear unresolved tickets
- Suspend lengthy recruitment & training processes
- Backfill absences or project workloads
Our service is designed to be flexible and cost-competitive and will result in an immediate and measurable improvement to service desk performance.
Typically, a 90-day rolling contract, it’s similar to the time required to recruit and train new in-house analysts. However, this is a resource you can deploy and retract when required. Resulting in long-term cost savings and scalability. Additionally, the resource is managed by Acora so your workload shouldn’t increase.
Customer case studies
Kennedys – additional IT resource
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.
22 Tudor Street, London, EC4Y 0AY
Acora House, Albert Drive, Burgess Hill, West Sussex RH15 9TN
Pegasus House, 1 Cranbrook Way, Shirley, Solihull B90 4GT
International callers please use: +44 20 3974 8812