Service Desk


Our UK-based 24/7/365 ‘lights-on’ multilingual IT Service Desk is the beating heart of our Managed IT Service Provision – delivering industry leading service levels and continual improvement from our Nottingham and Manchester support centres.

Here for
you 24/7

 

The Littlefish IT service desk is the beating heart of our managed IT service provision, offering organisations a window to the world of their users and acting as a key interface for Business Relationship Management. Providing global 24/7/365 availability, across multiple languages and time zones - we offer an always-on service, ready to support users whenever, and wherever, they are working. With user-experience at its core, the Littlefish Service Desk features an industry leading average response time of just 6 seconds and offers multiple situation appropriate communication channels suited to the needs of users, including self-service functionality, all underpinned by strong Identity Management processes.

Whilst our Managed Service Desk is staffed by seasoned experts who can quickly resolve technical issues, they also genuinely care about your business and your users. Their priority is to understand your users’ activities from both a technical and business perspective so our IT Service Desk becomes a natural extension of your organisation. Our innovative 'Pod' system allows us to deliver users a tailored and personalised service, engendering familiarity, mutual trust and co-operation. Coupled with our shift-left approach to continual enhancement of business knowledge this allows us to achieve First Contact Resolution rate of 70% or greater.

The Littlefish 'Pod'

Service Features

Coverage

Coverage

24/7/365 ‘lights-on’ UK only Service Desk supports users whenever & wherever they work

6 seconds Average Response Time

6 seconds Average Response Time

Our industry leading response time ensures minimal downtime

>70% First Contact Resolution

>70% First Contact Resolution

Significant FCR focus allows users to rapidly return to productivity

NPS = 'World-Class'

NPS = 'World-Class'

Exceptional user experiences are evidenced by our world-class Net Promoter Score

Process

Process

Service Desk ‘Pod’ system delivers a tailored and personalised service

Shift-Left

Shift-Left

Continually enhancing business knowledge to enhance first point of contact engagement

Service Quality

Service Quality

KPI driven with a significant focus on First Contact Resolution and Customer Experience

Language

Language

Multilingual capability covering French, German, Spanish, Italian, Dutch and Portuguese

Innovation

Innovation

We use innovative technologies including Littlefish Live for instant chat and Littlefish Lens, our augmented reality tool for effective remote support as an alternative to on-site deployment

Experience

Experience

Extensive enterprise-grade experience coupled with an innovative and agile approach provides a 'best of both worlds' outcome

From humble origins to the heart of IT service provision

We can help you to:

Our service solutions are designed to consider and deliver tangible outputs in terms of improved business performance. The IT experience of your users can be enhanced to promote more agility and improved quality output. Furthermore (but often overlooked), highly available, better performing IT services, with expert support on hand when it’s needed to get your users working again, can engender employee health and well-being. As a consequence of these deliverables, workforce productivity levels are increased. And it’s likely that our highly-attuned service model will also enable you to effect cost-efficiency gains. What’s not to like!

Enhance user experience

Enhance user experience

Enrich workforce productivity

Enrich workforce productivity

Effect cost-efficiency gains

Effect cost-efficiency gains

Engender employee health & well-being

Engender employee health & well-being

Enable agility & innovation

Enable agility & innovation

Get in touch

Whatever your query or requirements, we’d love to hear from you.

Support: 0344 848 4441

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