End User Service Desk

One single point of contact for expert user support
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Daisy’s onshore UK-based, End User Service Desk provides the right people, processes, and technology to deliver high value IT services 24/7 so that your business can carry on doing what you do best, without interruption.

Daisy offers a comprehensive support service which can rapidly assess, manage and resolve IT incidents and service requests. Our End User Service Desk can be tailored to meet your specific needs and service levels and includes options for dedicated, syndicated and hybrid delivery models.

What our customers say about Daisy’s End User Service Desks . . .

“The relationship stretches back over a decade, during which Daisy has progressed from supplying relatively simple break-fix telephony services to the operation of a full IT service desk, which combined 25% cost savings with improved SLA delivery.”

Costain (construction)

“Daisy was selected as the provider of choice, scoring particularly highly on both quality of offering and cost. The winning proposal was Daisy’s SIAM solution, with Daisy performing as well as running the primary IT service desk.”

Healthcare customer

“Daisy operates a service desk to support all of MHA Monahans’ IT users, while proactively monitoring and managing the platform. The team also provides strategic support to help the firm drive innovation and challenge established thinking.”

Monahans (accountancy)

What does Daisy End User Service Desk deliver?

Options include dedicated Service Desks or immediate access to syndicated teams of analysts delivering high quality, cost-effective support to a number of organisations.
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Option 1: Syndicated Service Model

A syndicated service desk gives you access to a shared pool of highly qualified service desk analysts that work across a number of Daisy customers.

This model offers flexibility at a cost-effective price, whilst still giving you access to a high standard of customer service.

All of our analysts are given specific client training and you’ll be allocated an analyst that best meets the skills and requirements of your business and industry.
Option 2: Dedicated Service Model A dedicated service desk model provides a fully focussed and personalised service with your own dedicated service desk analysts. This allows for greater familiarity with end users and systems and also gives the option for supporting non-standard technologies.
Option 3: Hybrid Service Model A dedicated model can be supplemented by the syndicated service desk to create a hybrid model to give a level of cover for extended hours in a cost-effective manner.

Ask the expert

There are many benefits that can come with outsourcing your End User Service Desk. These include:

  • Reduction of end user downtime with the support of a fully managed service
  • Increased responsiveness as the main responsibility of the service desk is to help and support end users
  • Customer issues are handled by experts with vast amounts of knowledge and experience
  • The latest technology ensures support is delivered efficiently and effectively

To find out more benefits of outsourcing your End User Service Desk, click here.

Daisy provides the best-in-class End User Service Desk, so your users receive the support they need to carry on their business activities without any disruption to performance levels.
Daisy offers three different service models.

  • Syndicated Service Model: A pool of service desk analysts who work across multiple Daisy customers. This model is highly cost-effective.
  • Dedicated Service Model: This model provides a fully focussed and personalised service with your own dedicated service desk analyst for your organisation.
  • Hybrid Service Model: A mixture of the two models above to provide a level of cover for extended hours.
    To find out more, please click here.
At Daisy we have the flexibility to align our service desk with your requirements and the expert knowledge and skills to ensure you have the right people, processes and technology to successfully manage your requirements. We also provide the quality to ensure customer satisfaction and give peace of mind that your users are in the best hands.

Service delivery includes:

Single point of contact (SPOC) for centralisation and improved ownership
Service level agreement (SLA) driven response and resolution 24/7 – hours of cover to suit you
Best practice industry-standard procedures – a consistent approach to assessment and resolution
Highly accredited staff with skills in vertical markets for business-related customer expertise
Incident first line diagnosis and right first time (RFT) resolution – escalation and management to second and third line specialists
Third party, major incident, problem and change management
Service level management – SLA and key performance indicator (KPI) analysis and reporting

The challenges of providing a service desk to end users


Demand – providing a high-quality service against cyclical and dynamic demand is costly to deliver in house as you have to design and resource it for the highest demand

Capability – increasing numbers of devices and applications used in your business environment, combined with mobile working, puts increased strain on the capabilities and availability of service desk resources

Quality – consumerisation of IT means that users expect the same level of quality from services in the workplace as they receive as consumers outside of work

The benefits of outsourcing your End User Service Desk

  • Improve IT service levels and help optimise productivity while simultaneously reducing the capital investment and running costs required to provide support in-house
  • A fully scalable service for multiple requirements – users have a single point of contact for all IT requirements
  • Best practice industry-standard procedures with a consistent approach to assessment and resolution
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  • IT incidents managed through a resolution within contracted service levels for your peace of mind
  • The ability to scale up and down rapidly as the demand on the desk changes through the day and at cyclical points in your organisation’s year
  • Greater visibility with SLA/KPI analysis, reporting and management to support performance management and internal decision making

Why Daisy for End User Service Desk?

 

Flexibility

With syndicated, dedicated and hybrid options we can align our service desk provision to your business’s specific needs and requirements.

 

Expert knowledge and skills

As an experienced End User Service Desk supplier, we have the people, processes, and technology to successfully manage all of your End User Service Desk requirements.

 

Quality

Measured SLA backed services, underpinned by our customer satisfaction, quality and escalation processes can give you peace of mind that we are taking the best care of your users.