Customised IT Service Desk Outsourcing Solutions

A flexible service desk, tailored to you.

Want to know more?

Overview

At Kerv, we understand that every business is setup differently and has unique IT requirements.

That’s why we offer flexible IT service desk outsourcing solutions tailored to your specific needs. Our IT service desk offers seamless IT helpdesk support for your IT function, whether you require a fully managed helpdesk or an extension to your existing team. Plus, our service desk is powered by ServiceNow, the industry leader, simplifying your workload and enhancing your productivity.

Video

Introducing Kerv’s Managed Services – Paul Coyle

Watch Paul Coyle, Operations Director, talk you through Kerv’s helpdesk services – from a full managed service to 3rd line support.

Kerv Difference

Customised IT helpdesk support – whatever the scale and complexity

Flexibility

Flexibility is key to our IT service desk outsourcing solutions. Whether you need a full help desk or specialist support for a particular IT niche, we’ve got you covered.

 

Powered-by ServiceNow

Our IT service desk, powered by ServiceNow, delivers unmatched efficiency and ease to ensure optimal performance.

 

24/7/365

We understand that IT issues don’t follow a schedule. That’s why our team is available 24/7 to provide you with assistance whenever you need it.

Got any questions?

Fully managed or specialist services – your customised choice for IT service desk outsourcing.

Resilient IT service desk support

Every aspect of your IT estate managed to maximize updates and service delivery.

Dedicated service delivery manager

One expert focused on your success.

24/7 server and device monitoring

Perpetual peace of mind.

Full accountability for IT systems and apps

We handle everything for you – including vendor management.

Patching and backup management

Protect your data and systems with regular patches and backups.

Outstanding customer service and end-user support

Ensuring expert advice is always on hand.

Specialised IT helpdesk support services

Health checks

Our consultants provide a full health check and audit every 6-12 months to monitor your systems and make recommendations.

Statistics and reporting

Gain granular details on system performance and stability, with metrics on everything from error reporting to capacity planning.

Periodic environment checks

Daily, weekly or monthly checks for your mission-critical applications.

Patch management

Bespoke patch management services that mitigate threats, bugs and performance issues.

Product roadmap and strategy sessions

Empower yourself with expert knowledge on avoiding the pitfalls of working with soon-to-be obsolete technology and the benefits of operating on current systems.

User-experience monitoring/reporting

Our priority is that your end users have the best experience possible, with little or no downtime. We use tools like Lakeside SysTrack to ensure user experience remains optimised over time.

Accreditations & Awards

We know what we’re doing.

At Kerv, we believe peace of mind is non-negotiable. That’s why we don’t just follow ITIL’s best practices, we embrace them. Plus, we’ve got a whole bunch of accreditations, standards, and designations to back up our expertise. So, rest easy knowing your tech is in good hands with us.

  • ISO 27001
  • ISO 27701
  • ISO 9001
  • Cyber essentials
  • Prince 2, SCRUM and Agile
  • G-Cloud
  • Microsoft Designations: Azure Infrastructure, Azure Data & AI, Azure Digital &App Innovation, Business Applications

Got any questions?

FAQs

An outsourced IT service desk is managed by a third-party provider. This is a popular option for businesses that want to reduce costs, increase efficiency, or access specialised expertise. Outsourcing the service desk frees up internal resources and allows businesses to focus on its core offerings. Typically, outsourced service desks offer the same services as in-house service desks, with additional services such as proactive monitoring and reporting.

An outsourced service desk typically offers a range of IT support services, including incident resolution, service request management, and knowledge management. Additionally, service desk providers may offer proactive monitoring, reporting, and analytics to enhance IT performance. Often, the an outsourced service desk will also provide support for software applications, hardware issues or network problems.

Using an outsourced service desk for your business can provide a range of benefits. These include cost savings, improved service quality, 24/7 support, access to a wider pool of technical expertise, and scalability to handle fluctuations in demand. Additionally, outsourcing can free up internal resources for core business functions.

Choosing a service desk provider requires consideration of several factors, including their expertise, pricing, service level agreements, and security protocols. It’s important to evaluate against existing reviews and ability to meet your business needs, but also against wider elements such as organisational alignment and sustainability credentials.

Outsourcing your service desk can benefit your business if you have limited in-house IT resources or expertise, experience high ticket volumes, or require 24/7 support coverage. Additionally, outsourcing your service desk can provide cost savings, improved employee satisfaction, and access to specialised technical expertise.

An outsourced service desk typically provides technical expertise and support for a wide range of IT issues. This includes hardware and software troubleshooting, network and connectivity problems, password resets, system configurations, and software installations.

An outsourced service desk plays a crucial role in enhancing business productivity by swiftly resolving technical issues, minimising downtime, boosting employee morale, and optimally utilising IT resources. Additionally, they offer proactive assistance and contribute to the upkeep of a robust and secure IT infrastructure. 

The difference between an IT helpdesk and an IT service desk mainly comes down to what they do:

IT Helpdesk

  • Focuses on providing reactive support to end-users, addressing technical issues and troubleshooting problems as they arise. 
  • Primarily deals with resolving individual incidents and service requests promptly and efficiently. 
  • Typically operates as a single point of contact for users to report issues and seek assistance with IT-related problems. 
  • Often emphasises on resolving issues quickly to minimise disruption to business operations.

IT Service Desk

  • Offers a broader range of services beyond reactive incident resolution, including proactive IT service management and strategic IT planning. 
  • Takes a more holistic approach to IT support, managing IT services, processes, and resources to align with business objectives. 
  • Focuses on delivering high-quality services to meet the needs of both end-users and the organisation as a whole. 
  • May involve service level agreements (SLAs), service catalogues, and ITIL (Information Technology Infrastructure Library) frameworks to standardise and improve service delivery.

To sum it up, while both the IT helpdesk and the IT service desk deal with IT issues, the service desk takes a more strategic approach, while the helpdesk is all about quick fixes and keeping things running smoothly. 

Yes, many IT service desk providers offer tailored solutions tailored to the unique requirements of businesses. This may include implementing specific SLAs, integrating with existing IT systems and processes, or supporting specific technologies. 

At Kerv, our approach is to offer complete flexibility, whether you need an end-to-end full IT and security managed service or 3rd line support for your business-critical solution. Get in touch with the team to discuss your requirements. 

Yes, many IT service desks operate under SLAs that define the level of service users can expect, including response times, resolution times, availability, and other performance metrics. SLAs help ensure accountability and provide clear expectations for both users and service providers. 

However, a good IT service desk provider should be judged on more than just meeting SLAs. Check out our blog to see what other factors should be considered. 

At Kerv, we’re committed to delivering world-class support to our clients, which is why we use industry leading ITSM solution ServiceNow. ServiceNow is allows us to efficiently handle incidents, changes, problems, and service requests, ensuring smooth communication and seamless workflows.

Speak to an expert

At Kerv, we’re all about finding solutions to your IT challenges. Our flexible service desk is designed to help your business operate with excellence. So, why not take the first step and give us a call?

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Worth Digital

is now part of Kerv

In a continued effort to ensure we offer our customers the very best in knowledge and skills, Kerv has acquired Worth Digital.