IT Service Desk
Our 24/7 Service Desk
Our Service Desk is core to our managed services, providing IT support 24/7, 365 days a year from our UK offices.
Service Management
Our ITIL-aligned ISO20000 certified Service Desk offers 1st, 2nd and 3rd line support with technical escalation into the CloudOps team as required. Our team is not just reactive, we are proactive. Detecting, troubleshooting and resolving issues as soon as we are alerted to them via our monitoring tools to deliver service excellence you can see. All supported customers also have an assigned Service Delivery Manager who ensures services are delivered to the agreed standards.
Service Desk Portal
Our services are delivered through ServiceNow, a world-class ITaaS platform
The quality of our managed services is built on our technical expertise and unwavering customer focus. We use the best tools available to deliver a service of the standard our clients demand.
At Fordway, we use ServiceNow as our service management platform to deliver an ITIL-aligned self-service platform that gives your teams peace of mind and your users the speediest resolution.
Our Self-Service Portal Toolset
Accessing ServiceNow is simple for users and secure. This is achieved through:
- A web portal for all request and incident raising and tracking
- Interaction through email and phone
- Secure access through SSO, Active Directory and Azure AD Integration
- Extension of the solution into your internal IT team, if required, for assignment of tickets
- If required, we can also help bring the portal into your organisation’s branding for a smooth user experience across your tools and platforms
Reports and dashboards in ServiceNow
Automated reporting is built into ServiceNow. Instead of our Service Delivery managers having to calculate performance against SLAs each month, the solution tracks it on an ongoing basis – more transparent for the customer.
We can configure your dashboard to your requirements, allowing you to view data such as:
- Trend reports showing ticket volumes over time
- Location of tickets across your organisation – highlighting localised issues
The Service Desk is supported by a 24/7 security operation centre (SOC)
All Fordway Services either include, or offer, the option of managed security services through our security monitoring, analytics and remediation services. This provides comprehensive monitoring of all elements of cloud and on-premise infrastructure, with manned 24/7 event analysis and incident response, containment and remediation.
What is a service desk?
Acting as a communication centre where users can request help and receive IT support, IT service desks are designed to address broader business needs, and increase the user’s tech experience in the workplace. IT service desks facilitate communication between other service management and the user community—usually the organisation’s employees and other stakeholders. They also play a role in capturing change requests, maintaining third party contacts, assisting with problem management, and managing software licences.
Service desk is integrated into a range of processes, including:
- Data access
- Acquisition integration
- Supplier and partner onboarding and offboarding
- Employee onboarding
- Business continuity
- Reporting and metrics management
- Infrastructure management
- Service monitoring
- Incident management
- Request management
- And more…
What is a service desk
Acting as a communication centre where users can request help and receive IT support, IT service desks are designed to address broader business needs, and increase the user’s tech experience in the workplace. IT service desks facilitate communication between other service management and the user community—usually the organisation’s employees and other stakeholders. They also play a role in capturing change requests, maintaining third party contacts, assisting with problem management, and managing software licences.
Service desk is integrated into a range of processes, including:
- Data access
- Acquisition integration
- Supplier and partner onboarding and offboarding
- Employee onboarding
- Business continuity
- Reporting and metrics management
- Infrastructure management
- Service monitoring
- Incident management
- Request management
- And more…
Service desk vs a help desk
A help desk is not a service desk; though similar, they serve different functions. Our IT help desk can be separate or be part of our overall service desk solution, depending what our customer’s needs are.
IT help desks are more tactical and focused on helping employees resolve their IT issues:
- Providing levels 1 and 2 support
- Pass incident ownership to our Dev Ops Team if needed
- Provide self-service options
- Offer basic incident request management
- Configuration and knowledge management
- Acts as a single point of contact for IT support
Fordway’s Service Desk is broader in function, more strategic and cross-organisational. We address medium-sized and larger business needs rather than solely focusing on the needs of end-users. Our service desk solutions include a help desk component, but it is part of the larger goal of proactively improving IT and business processes across your organisation, whilst embracing the benefits of cloud computing:
- Full integration with ITaaS processes
- Microsoft Azure infrastructure and security expertise
- Single point of contact for all IT areas
- Tracking SLA compliance
Provide self-service capabilities with an integrated service catalogue.
How would an IT Service desk help your company
IT service desks are highly beneficial to companies. It is crucial for organisations to provide a point of contact to resolve issues with their IT department and have their issues resolved in a timely and effective manner. This can be labour intensive to run a Service Desk in-house when IT teams also need to keep business and customer operations running smoothly.
Cost savings
Fordway’s service desk utilises AI-based automation, and can effectively manage a large portion of an organisation’s routine IT workload. It is a relatively cost-effective option that transfers more simple work such as password resetting from high-cost IT professionals. This frees up valuable technology experts to focus more of their efforts on strategy and more complex issues that need to be addressed.
Proactive threat detection
Our proper data tools help our customers identify and address service issues before they become something larger. Fordway’s IT service desk acts as early-warning system through proactive problem management, service changes, and preventative maintenance to reduce the impact of outages and service issues.
Enhancing business processes
Many key processes and IT services begin at the service desk. As such, it is often the first point of contact between users, IT services, and business processes.