For organisations that lack the resources to justify an in-house service desk, we offer a service desk as a service. Complete support management: from appointment scheduling to fault reporting and order processing.
Your users get a dedicated support team. You get predictable costs and measurable service levels.
Our service desk is not just a call centre. We provide trained IT professionals who understand your environment, your users, and your business processes. Every interaction is an opportunity to resolve issues quickly and improve the overall experience for your staff.
Every ticket is tracked against defined SLAs with clear response and resolution targets. You get full visibility into performance through regular reporting. No surprises, no guesswork.
We hold ourselves accountable to the same standards we set for our clients.
A complete support management function, not just reactive ticket handling.
Phone, email, and portal-based support for your users. Our analysts triage, diagnose, and resolve issues at first contact wherever possible, reducing escalations and wait times.
Every request is logged, categorised, prioritised, and tracked through to resolution. Full audit trail, SLA tracking, and automated escalation ensure nothing falls through the cracks.
Defined escalation paths from Level 1 through to specialist teams. Functional and hierarchical escalation procedures ensure the right people are engaged at the right time.
Coordination of on-site visits, remote support sessions, and maintenance windows. We manage the logistics so your team does not have to.
Structured fault logging with severity classification, impact assessment, and root cause tracking. Integration with problem management processes to prevent recurrence.
Hardware and software procurement coordination, licence management, and asset tracking. We handle the administrative side of IT so your team can stay productive.
Clear, measurable service levels with no ambiguity.
Business-impacting issues that affect multiple users or critical systems.
Non-urgent requests, information queries, and scheduled tasks.
Beyond break-fix support, we manage the full user lifecycle for your organisation.
Account creation, device provisioning, application setup, and orientation. New starters are productive from day one with everything configured and ready to go.
Role changes, department transfers, access modifications, and equipment swaps. We handle the IT side of organisational changes so nothing gets missed.
Account deactivation, data archival, device recovery, and licence reclamation. Secure, documented offboarding that protects your organisation and meets compliance requirements.
Our service desk handles everything from first-contact IT support and fault reporting to appointment scheduling, order processing, and user onboarding/offboarding. We provide a complete support management function, not just a helpdesk phone line.
Yes. Depending on your requirements, we can provide dedicated analysts who learn your environment, your users, and your processes. This means faster resolution times and a more personal experience for your staff.
We offer tiered SLAs based on priority: Critical issues receive a 15-minute response, High priority within 30 minutes, Medium within 2 hours, and Low within 4 hours. Resolution targets are defined per priority level and tracked transparently.
Yes. We integrate with common ITSM platforms, communication tools, and monitoring systems. Whether you use ServiceNow, Jira Service Management, Freshdesk, or another platform, we adapt to fit your existing workflows.
End-to-end IT management including network, infrastructure, and security management with 24/7 support.
Proactive monitoring, incident management, change management, and continuous improvement.
IT strategy, technology evaluation, project management, compliance advisory, and cloud consulting.
Get in touch to discuss how our service desk can support your users. No obligation, no pressure.
Phone: 0141 536 0433
Email: info@sinontech.co.uk