Managed Services

Service Desk

30 years of service excellence

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Ultima’s next-generation Service Desk combines modern IT service management (ITSM) automation tools and techniques, backed by expert human support where it matters.

Access three flexible operating windows – Core, Out of Hours, and 24×7 – plus Shared, Dedicated, and Hybrid resourcing models.

Get a Service Desk that’s feature-rich right out of the box, with access to optional extras when you need extra support.

Manage capacity

Scale through automation and self-service empowering your employees and the agents that support them to do more without extra resource. We require fewer Agents Per Supported Employee (APSE) than those who haven’t implemented these techniques.

Reduce support tickets

Significantly lower ticket counts and operating costs, including resolving more at first line and on first contact. To ensure optimised improvements, we analyse historical call data and present ways to ‘engineer out’ common issues.

Control costs

We take responsibility for resource optimisation, spreading the cost across our client base. Rather than recruit additional full-time support staff when we near capacity, our Shared service enables us to handle seasonal peaks and troughs by snapping in capacity as needed.

Service Models

Choose between three tiers, designed to deliver the specific results you need.

Shared

Benefit from our continued investment in people, process, and technology without the overheads typically associated with in-house fulfilment. Rely on us to manage resources and operations and provide a great end user experience through our pool of shared agents and service managers.

Dedicated

Get a dedicated team designed for your needs, either in one of our global service centres or embedded within your organisation. Options range from first- and second-line agents, to a full service management team. This enables us to develop a deep specialism in your environment, support needs, tools, methodologies, and processes. Tailor our service precisely as you need it across each office, region, or time zone.

Hybrid

Get a Hybrid Service Desk that balances our Dedicated model with anytime access to our Shared facility during quieter periods. Leverage a dedicated service desk manager when you need it and continuously flex your service as needed. When it comes to a Hybrid Service Desk, the sky’s the limit.

Service Desk

Technologies

ServiceNow

The AI platform for business transformation. ServiceNow is the leading choice for IT support desks because of its excellence in ticket management, automation, and powerful, intuitive portal. Together, our partnership enhances agent productivity, improves issue resolution times, and provides a seamless and modern experience for your team

Bright Pattern

The all-in-one AI-powered contact center. Bright Pattern leads in call center excellence, providing an omnichannel platform that unifies all your communication channels. The outcome – seamless customer journeys, improved agent productivity, and streamlined workflows, resulting in enhanced customer satisfaction, faster issue resolution, and higher ROI.

Now’s the time for enhanced support

An IT Service Desk is necessary for any organisation that relies on technology for daily operations but lacks the resources, expertise, or time to manage IT incidents and requests efficiently in-house.

Small to medium-sized businesses

Deliver on the fast response times you need to keep your systems and services running, without a dedicated IT support team but still require.

Outsourcing to a Service Desk is cost-effective compared to hiring full-time staff.

Global enterprises

Complex infrastructures, multiple users, and 24×7 operations demand consistent, high-quality IT support.

Our Service Desk ensures standardised processes, SLA management, and predictable performance.

Remote or distributed teams

Organisations with a workforce based in multiple locations need a central, accessible point of IT 24/7.

Our Support Desk ensures they have support regardless of their location or time zone.

Highly regulated industries

Sectors like Finance, Healthcare, and Government require compliance, data security, and audit-ready incident management.

These capabilities and more are built into our Service Desk.

24×7 or mission-critical services

For organisations that simply can’t allow for downtime, our Service Desk provides the secure, reliable, 24×7 support you need to avoid financial or reputational damage.

Growing organisations

Any organisation expanding operations, whether through organic growth or M&A, our Service Desk helps you seamlessly integrate and manage increased support requests without overwhelming internal teams.