UKN Group offers user centric, award winning, highly accredited, reference backed support.
Our UK based teams operate 24x7x365, serving clients in both the UK and globally. Our very experienced teams span all service levels from 1st line to 2nd and 3rd line.
Our goal is not only to provide a better and faster response to all our users but also a smarter one.
What are some of the benefits of working with UKN Group?
(SDI 4 * Accreditation Level) - The comfort that you are working with one of only x2 companies in the UK and 1 of only 5 globally to have attained this level of service desk excellence
(24x7x365) – Allows us to provide a front line service while your teams focus on core, value adding activity
(Experience) – More than 20 years of service improvement
(Reference Backed) – Talk to our clients or see our live client feedback
(UK and Worldwide Coverage) – We have clients in the UK, Europe, USA, Africa, Australia, China and Japan.
Issue Identified either by the user or via monitoring alert.
Issue logged either via Email, Phone, Self Service, Chat, SMS, Walk-up or Monitoring alert
An analyst will either resolve the issue on first contact or log the ticket and assign a ticket number
The issue will then be resolved or escalated to an in-house UKN Group 2nd or 3rd line engineer, back to our clients in house technical team or 3rd party revolver group via pre agreed decision trees and escalation routes
We will monitor and communicate regular progress updates or live updates are available via the client portal
Post incident quality control check
Post major incident review if applicable.
Call Logging, Password resets, Account unlocks, Distribution List changes/creations, Closing sessions, Clearing print queues, User training, Basic desktop support, Basic hardware issues and third party triage.
Escalations from 1st line , Advanced desktop support, Software errors, Email Problems, Intermediate Hardware issues, Basic Group Policy Management, Intermediate Server / Infrastructure / Network support.
Escalations from 1st/2nd Line. Advanced Server/Infrastructure/Network support. Input into your IT Strategy, Risk Register compilation and ongoing management, Problem Management.
Escalations beyond the organisation. This can typically include hardware and software vendors or a very specialist or advanced technical support team.
We follow a few simple steps to ensure a hassle free transition:
As a market leader, we are reviewing and planning to adopt when possible next generation service desk options, These include including artificial intelligence options and targeted customer experience level agreements.
The Service Desk industry is seeing a shift from a service desk’s success being based on their ability to meet SLA targets and improve metrics, to one focusing more on the ‘feel’ of the service the customer receives. From 2018, UKN Group’s service desk is innovating our services to prioritise our customer’s experience, and we are starting to include Xperience Level Agreements into our contracts and reporting.
While meeting SLA Targets, and including and reporting on typically quantitative measures are still very important, we are innovating where possible to constantly make our service relevant to our clients and the market’s changing needs.
In order to price up a service we typically need to understand all or some of the following elements:
The comfort that you are working with one of only x2 companies in the UK and 1 of only 5 globally to have attained this level of service desk excellence
Allows us to provide a front line service while your teams focus on core,
UKN Group has more than 20 years of service improvement experience.
We encourage talking to our clients or looking at our live client feedback.
We have clients in the UK, Europe, USA, Africa, Australia, China and Japan.