Service Desk
30 years of service excellence
Speak to the teamUltima’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.
Integrating service desk with your broader IT strategy
A modern service desk operates as the central coordination point for your entire IT ecosystem. Our IT Service Desk integrates seamlessly with our managed services portfolio, ensuring incident escalation, change management, and service request fulfilment connect directly to the technical teams managing your infrastructure. This integration eliminates handoff delays and ensures faster resolution times for your end users.
For organisations embracing hybrid work, service desk capabilities extend beyond traditional IT support. Our managed workspace services complement service desk operations by proactively monitoring device health, automating joiners, movers, and leavers processes, and ensuring employees have the tools they need regardless of location.
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.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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
The Ultima Effect
Fulfil your ambitions with our dedicated specialists by your side. Ultima’s Managed Services exist for organisations whose ambitions exceed the resources or skills at their disposal.
FAQs
Find out more about our IT Service Desk services here. Can’t find what you’re looking for? Get in touch for more information or to let us know you’re ready to engage.A shared service desk model provides access to a pool of skilled technicians who support multiple clients, offering cost efficiency and broad technical expertise. This model suits organisations seeking high-quality support at lower cost, where having multiple support staff available simultaneously provides resilience and flexibility.
A dedicated service desk assigns specific technicians exclusively to your organisation, providing deeper knowledge of your environment, closer working relationships with your internal teams, and consistent service from familiar faces. Dedicated models suit organisations with complex environments, specific compliance requirements, or preference for consistent personnel.
Our hybrid model combines both approaches, providing dedicated technicians for day-to-day support supplemented by shared resources for extended coverage or specialised technical skills.
We support both approaches depending on your preference and existing investment. If you have an established ITSM platform like ServiceNow, Jira Service Management, or similar tools, we can integrate our service desk operations with your existing system, maintaining your workflows and reporting while providing the technical expertise. Alternatively, we can provide access to our ITSM platform, eliminating your need to license, maintain, and manage this infrastructure.
For organisations without established ITSM platforms, our ServiceNow-based solution provides enterprise-grade capabilities without capital investment. We assess your current state during consultation and recommend the approach that best balances operational needs with cost efficiency.
Transparency is central to our approach. We provide regular reports covering key performance indicators including ticket volumes, response times, resolution times, first-contact resolution rates, customer satisfaction scores, SLA compliance, and trend analysis. These reports identify patterns in incidents and service requests, highlighting areas for improvement or opportunities for automation.
We use real-time dashboards that provide continuous visibility into service desk operations, not just periodic reports.
We support both approaches depending on your preference and existing investment. If you have an established ITSM platform like ServiceNow, Jira Service Management, or similar tools, we can integrate our service desk operations with your existing system, maintaining your workflows and reporting while providing the technical expertise. Alternatively, we can provide access to our ITSM platform, eliminating your need to license, maintain, and manage this infrastructure.
For organisations without established ITSM platforms, our ServiceNow-based solution provides enterprise-grade capabilities without capital investment. We assess your current state during consultation and recommend the approach that best balances operational needs with cost efficiency.
Transparency is central to our approach. We provide regular reports covering key performance indicators including ticket volumes, response times, resolution times, first-contact resolution rates, customer satisfaction scores, SLA compliance, and trend analysis. These reports identify patterns in incidents and service requests, highlighting areas for improvement or opportunities for automation.
We use real-time dashboards that provide continuous visibility into service desk operations, not just periodic reports.
Contact us
Discover IT solutions that drive business success
Ready to transform your business with expert IT solutions?
Contact our team today.
0333 015 8000
enquiries@ultima.com
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