IT Services

Managed Help Desk Services

ProcessFlows Outsourced Service Desk allows you to provide a 24x7x365 helpdesk, offering the highest service levels, without taking up your expensive and valuable staff.

Delivering a 24x7x365 service requires a number of dedicated staff (to cover shifts, holidays, sickness), they need the correct helpdesk software to log and manage calls and you need the office space and facilities to allow 24x7x365 operations.

Our Outsourced Helpdesk can scale from simple call logging, through to full management of issues and vendor interfaces. The service is designed around our own experience of delivering support to over 900 customers and 100 partners.

Why Outsource your Managed Help Desk services?

  • Increased customer service levels
  • Increased hours of support provided
  • Significantly reduced cost versus in-house provision
  • Fully documented process and procedures, specifically tailored to your needs
  • Tailored escalation and progress
  • Highly qualified Helpdesk staff with second and third line technical expertise
  • Single point of management for all calls
  • Increased measurable service levels
  • Freed internal resource to focus on value added functions
  • Accurate and timely reporting

Deliverables:

  • Personalised Helpdesk answered in your company name
  • Personalised process and procedures to fit your business
  • Pay monthly with no upfront costs
  • Cover from a few hours to 24x7x365
  • Monthly reporting, including service levels, incident logs, suggested remedial actions
  • Monthly service level review meetings
  • Pro-active call management through to resolution
  • Optional 2nd and 3rd line resource
  • Optional management of existing support contracts and suppliers
  • Optional Initial System Audit/ Health check
  • Optional Annual Health Checks/ Audits of hardware and software (more frequently if required)

We understand that some organisations can be nervous of relinquishing direct management control over their staff. ProcessFlows have developed an approach whereby you can gain all of the benefits of an in-house team, whilst enjoying the cost advantages of using an outsourcing location. We can even employ the staff on your behalf, dealing with all recruitment and office costs, whilst you may retain the direct day-to-day managerial responsibilities.

Why Outsource with ProcessFlows?

  • Low-cost, low-risk way to employ additional resource – without the normal employment constraints
  • Experiment with new ideas without the up-front investment
  • Switch-on, switch-off – flexible resources when you need them
  • Manage your resource directly or pass over processes to us and just monitor results
  • Over 25 years experience of successful service delivery – for a diverse range of services with a large number of very satisfied customers
  • UK-based organisation with an outsourcing facility managed by UK-based staff.
  • Large variety of success stories – please click here to view some of our case studies (opens our main site in a new window)

How much could you save?

To see how much you could save by outsourcing your managed help desk services, take a moment to look at our savings calculator, by clicking here, or on the link above right.

More information

Please use the menu above for more information. Alternatively you can call us on 01962 835053 or email sales@processflows.co.uk.