Email problems, too much spam getting through, password resets, security advice: staff need help to resolve IT issues so they can get on with their jobs. That’s the role of IT service desks. They improve your IT service availability thereby lifting productivity and enabling your people to perform at their full potential.

Blue Saffron can provide a professional IT service desk in the way that best suits you. We can handle everything or act as support for your in-house IT department, perhaps handling certain types of inquiries, services or processes. We can even manage issues related to third party suppliers.

The benefits of using a professional IT service desk provider, like Blue Saffron, are plain to see:

• Knowledge – experienced teams who have seen and solved everything because that’s what they do all day

• Reliability – protects you from skills shortages – we keep everyone’s skills up to date
• Scalability – ability to scale up support to meet spikes in demand
• Focus – frees your IT team to focus on strategic issues such as how IT can better serve the organisation’s goals
• Superior service – a professionally run service desk is more efficient and provides better support due to proven processes and escalation paths, sophisticated support desk software and automated problem notification
• Continuous improvement – regular review of processes and benchmarking allows continuous improvement and better IT strategic planning

• Process-orientated set up – we help you agree the rules, maps, responsibilities and processes to professionalise your service desk operations.

• Service Desk Professionals – our experienced service desk teams have the knowledge to solve most issues first time and provide fast, responsive and ‘human’ solutions to most IT issues.

• Flexible user engagement – we can offer multiple channels for issue reporting: online, phone, email, or a combination. Our online support and case management system ensures efficient issue logging and the appropriate desk response: we aim for self-help, our target ambition is a first time fix, namely quick resolution, without escalation.

• Intelligent analysis – we operate a ‘responsibility matrix’ for directing support. It is a rules-based way of determining who’s responsible for what and helps speed up issue resolution. It also categorises the issues, enabling us to direct cases to the most appropriate fix resource.

• Knowledge of your IT – we build a service catalogue so we share a clear and joint understanding of supported services, and an understanding of what tech is used in a business. This helps to rapidly identify responsibility and impacted service and best of all resolve problems quickly!!

• Workflow support – we can help deliver your processes such as on-boarding new staff so they can get working quickly and ‘off-boarding’ leaving staff, removing their access to systems and managing security risks.

• Flexible operating scenarios – we provide first-class, first line support – taking calls from the end user customers. Alternatively, you can manage this in-house and call on us to resolve more complex issues, typically referred to as second and third line support . We can liaise with third party service providers.

• Support when you need it – every business has different IT support needs. Our Service Desk is fully scalable and can support you around the clock, every day of the week, UK-wide and on a global basis.