IT SUPPORT

Service Desk

Global Service Desk 24 7

 

How can we help you? 

    OUR SERVICES & SOLUTIONS

    How we work

    Here at UKN Group, we put users at the centre of the support we deliver; this productivity approach puts support at the centre of the business. By delivering a more responsive IT support service, allows an organisation to maximise its productivity and focus on what is core to your business.

    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.

     

    OUR SERVICES AND SOLUTIONS

    How our service desk service works in summary?

    How day-to-day support services are delivered
    1

    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

    2

    An analyst will either resolve the issue on first contact or log the ticket and assign a ticket number

    3

    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

    4

    We will monitor and communicate regular progress updates or live updates are available via the client portal

    5

    Post incident quality control check

    6

    Post major incident review if applicable.

    OUR SERVICES AND SOLUTIONS

    Our Support Model

    A comprehensive management programme encompassing the lifecycle of technology incidents and customer communication.

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    OUR SERVICES AND SOLUTIONS

    Support Levels Explained

    1st Line Tickets

    Examples of 1st Line tickets could include – 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.

    2nd Line Tickets

    Examples of 2nd Line tickets could include - Escalations from 1st line, Advanced desktop support, Software errors, Email Problems, Intermediate Hardware issues, Basic Group Policy Management, Intermediate Server / Infrastructure / Network support.

    3rd Line Tickets

    Examples of 3rd Line tickets could include – Escalations from 1st/2nd Line, Advanced Server / Infrastructure / Network support, Input into IT Strategy and Risk Register and Problem Management.

    Tier 1

    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.

    Tier 2

    Escalations from 1st line , Advanced desktop support, Software errors, Email Problems, Intermediate Hardware issues, Basic Group Policy Management, Intermediate Server / Infrastructure / Network support.

    Tier 3

    Escalations from 1st/2nd Line. Advanced Server/Infrastructure/Network support. Input into your IT Strategy, Risk Register compilation and ongoing management, Problem Management.

    Tier 4

    Escalations beyond the organisation. This can typically include hardware and software vendors or a very specialist or advanced technical support team.

    How our Service is Measured?

    As a service provider, the importance and quality of our service is paramount to both the accreditations and clients we hold and serve. 
    • SLA and its adherence and over achievement
    • Full reporting
    • Access to key statistics and service information 24/7
    • Service Delivery Management meetings
    • User based feedback through incident based customer satisfaction tools / apps, surveys and bi-annual surveys.
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    OUR SERVICES AND SOLUTIONS

    How we would on board you as a new client?

    We follow a few simple steps to ensure a hassle free transition:

    Transition

    • Development of a bespoke, documented transition plan
    • Partnership approach via our Project Management Office
    • Central aim - hassle-free transition. No degradation of service
    • Robust process/procedures. Full documentation of each step
    • Assignment of a team to match your technology estate
    • Skills assessment production

    Culture Training

    • Comprehensive training plan development
    • Each team member undertakes a client learning program
    • Required to pass a regular comprehension test
    • Training includes - Business overview, structure, contact preferences, culture and philosophy, technology environment, application training, historic issue profiling and a site visit to meet key stakeholders

    Knowledge Transfer

    • Development of Knowledge Base articles
    • Complement any KB articles you can provide
    • Dovetail into agreed SLA levels
    OUR SERVICES AND SOLUTIONS

    Next Generation Service Desk

    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.

    OUR SERVICES AND SOLUTIONS

    Xperience Level Agreement

    Measure

    • Incident Based Survey Scores
    • Bi-Annual Customer Satisfaction Score

    Measurement

    • Measurement through incident based surveys that are sent out on resolution of 6 in 10 incidents
    • Measured through customer satisfaction surveys sent to end users bi-annually

    Transition

    • Monthly Average of at least 8.5 (out of 10)
    • Bi-Annual Customer Satisfaction Scores of at least 85%
    COST CALCULATOR

    Find out how much a Service would cost?

    In order to price up a service we typically need to understand all or some of the following elements:

     

    OUR SERVICES AND SOLUTIONS

    Why our clients choose us

    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 Support

    Allows us to provide a front line service while your teams focus on core, value adding activity.

    Over 20 Years Experience

    UKN Group has more than 20 years of service improvement experience.

    Reference Backed

    We encourage talking to our clients or looking at our live client feedback.

    UK & Worldwide Coverage

    We have clients in the UK, Europe, USA, Africa, Australia, China and Japan.

    IT Services Simply Delivered.

    RESOURCES

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    ACCREDITATIONS

    Our Accreditations

    PARTNERS

    Our Partners

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    Phone+44(0) 845 643 6060