IT service desk

Dedicated 24/7/365 remote IT helpdesk to support small to large enterprises.

24/7/365 IT service desk to reduce downtime and improve performance levels

By outsourcing your IT support teams to Prodec, you remove the complexity and costs associated with managing internal service desk resources, whilst gaining fundamental access to an ITIL-trained three-tiered support team with experience and specialisations covering the entirety of your business network.

Prodec's IT service desk provides the highest quality engineering assistance to rapidly solve any IT problems, minimising the potential risk of disruption or downtime to your business. You have the flexible option to submit requests by phone, email or a designated support portal and Prodec's team will start work straight away to ensure a timely response. Prodec's service desk will cover your business for a long list of issues including creating new users, workstation problems, remote access and mobile device issues, switches, routers, firewalls, email and spam troubleshooting, and much more.

IT support you need, when and where you need it

Would you like to learn more? Contact Prodec Networks today to discuss your requirement.

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Why choose Prodec Networks for your fully managed IT service desk?

IT Service Desk - An employee working in the dark

The lights are on 24/7/365

Prodec’s service desk is always manned and has an average call response time of just seven seconds. Even if you need a fault fixing out of standard business hours, the team can pick up and start actioning your request. What’s more, Prodec only employs qualified IT specialists, so 90% of all calls are resolved within the first and second line.

IT Service Desk - An employee working on the service desk

ITIL V3 certified

All Prodec service desk employees are ITIL certified, ensuring the service management process is disciplined and aligned with business needs of Prodec’s customers. An established ticketing system makes incident handling, requests and escalations streamlined and efficient.

Features of service desk-as-a-service

Office and user support

User support tickets and enquiries are picked up by the Prodec team, ranging from phone usage assistance to network outages.

Starter and leaver administration

Onboarding of new users and access removal of leavers ensures user licenses are utilised effectively and new users are connected quickly.

Administration of applications

Prodec can administer and manage the usage of cloud-based business applications such as Citrix XenDesktop, VMWare and Office365.

Dedicated direct dial

You’ll never be directed to a 3rd party call centre: all of our support contracts receive a direct line straight to our UK-only service desk.

Service delivery manager

A tiered escalation process and dedicated service delivery manager ensures the customer experience is always to an exceptional standard.

Hosted telephony support

Prodec’s service desk expands to cover communication and collaboration support including hosted telephony and video.