Service Desk
- Across both London and Aberdeen
- Fully in-house team; no offshoring
- Monday to Friday, 0800 to 1800 GMT
- Out-of-hours support 365 days/year
- 24/7 infrastructure and environment monitoring
- Proactive response to impending/detected alerts
- Remote support (telephone/email/collab. tools)
- On-site support (ad-hoc and scheduled)
- Incident prioritisation (P1 to P4)
- Service objectives in accordance with agreed SLA (response and resolution)
Service Inclusions
- Unlimited support for incidents and assistance
- Support for client users, offices, global sites and offshore assets
- Service Delivery reporting, reviews, analysis and planning
- All monitoring software and associated licenses
- Business-as-usual (BAU) maintenance tasks (daily checks, server/desktop patching)
- Routine and scheduled site attendance (if specified)
- Access to emergency out-of-hours support
- Third-party ICT contract management (e.g. telephony, comms)
- Procurement service and assistance
- Software/subscriptions license management
Additional Support
Alongside our core IT managed service and in addition to projects or consultancy, we also offer the following support options to our clients:
- Full or part-time resource, to fulfil or supplement their in-house service desk
- ‘Onboarded’ and named resource for regular client holiday cover
- Ad-hoc resource for additional office or site assistance
- Offshore certified field resource for UKCS or overseas surveys, installs or rig hook-ups