IT Service Desk

Managing your IT service desk, on-site or remotely

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ESP IT Service Desk / 1:09

WHO IS IT FOR

For companies looking to build efficiency, technical know-how and resilience into their IT service desk

Leveraging global, round-the-clock, and multilingual assistance, our IT Service Management (ITSM) provides a dependable single point of contact for your end users and ensures your IT operations are effectively monitored, controlled, and documented according to ITIL v4 best practices.

Embracing the service ownership principle, ESP addresses any IT challenges faced by end users. Through a centralised point of contact, we deliver comprehensive incident and service request management, along with remote resolutions by our service desk professionals, where suitable. We collaborate with on-site support engineers, your in-house resolver teams, or affiliated suppliers as needed.

As specialists in ITSM transition management, our adaptable support models empower you to maintain a competitive edge by directing your resources, energy, and workforce towards your core business priorities

Service Desk options +

SERVICE DESK OPTIONS

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ESP HOSTED - IT Service desk from our state-of-the-art regional centres

ESP provides all of your IT service desk needs from our state-of-the-art regional centres located in the time zone you require and the languages your users need.

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On-site - An in-house IT service desk from your organisation's own premises

ESP delivers the same quality of service on-site in your organisation, either using your toolset or our own.

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Hybrid - IT Service desk from a combination of our centres and yours

A combination of ESP service centres and customer on-site support to deliver what you need on a flexible scale.

THE ESP DIFFERENCE

24/7 multilingual global service desks

Our flexible service desk models work with your organisation, providing the support you need. Our commitment to seamless service is managed by our dedicated Service Delivery Team, providing a single point of contact to ensure services provided meet your expectations.

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Extensive global industry experience

We have industry experience across multiple verticals where our dedicated teams help customers directly through our in-house service desk, field, and project teams. We also provide service to our outsource partners, with in-region service delivery, workforce management and HR expertise

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Consistently excellent service

ESP provides IT support services in key locations across the world. Our people make it possible for us to deliver local services with a global reach. All ESP staff are trained and vetted to the same high standard meaning you'll receive the same service wherever you are in the world.

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“Our new in-house IT service desk fulfilled by ESP was implemented very well, and transition of all existing helpdesk numbers to a new unified number was seamless.​ They met, and generally exceeded, all agreed SLAs. Feedback from the business units is that this new IT service is excellent and appreciated.”

Aviation customer, Group Head of Information Systems

"They helped us out immensely during that period as we all adapted to the new way of working, and a supplier only truly proves themselves in challenging times; it's very easy to provide a good service when everything's working as it should be."

UK Charity, Director of IT

"ESP has supported us through the pandemic. We genuinely see them as a partner that not only understands the industry, but also the unique challenges COVID-19 has presented. In such difficult circumstances, our business relationship and engagement has grown even stronger."

Head of IT Service Delivery, daa

PEACE OF MIND

Track, manage and support your activity

With our fully or partly managed services, you won’t have to worry about relying on or investing in internal expertise to keep your IT systems functioning correctly. Our service desk solutions provide a customisable user interface with real-time fault tracking and workflow automation. Underpinned by easy-to-access and full-visibility reporting, all services we deliver have continuous improvement and system evolution at their core. We help you leverage technology to reduce budgets and increase the efficiency of your company’s operations.

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WHO WE'VE DONE THIS FOR

Transition to an on-site flexible and streamlined IT service desk

ESP works in partnership with daa, delivering a managed services solution with 24/7 IT service desk acting as a single point of contact for all incidents and requests supported by a team of on-site engineers based at the airports.

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“ESP is a very dynamic organisation, which I enjoy immensely. As part of the service desk team, we are responsible for managing customer expectations, setting organisational standards for customer engagement, and providing customer support. I am passionate about delighting our customers and building a cohesive team to meet their expectations.”

Dianne Bissoon, Global Service Desk Manager

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NEXT STEPS

We're ready to help you find your solution

Our IT service desk can be tailored to meet your needs. Remote, hybrid, or outsourced we can help your organisation deliver world-class service.

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