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 Sheffield 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 10 seconds and offers multiple situation appropriate communication channels suited to the needs of users, including phone, live chat, email and self-service functionality, all underpinned by strong Identity Management processes.
Opting for outsourced IT services is a cost-effective investment. We help customers across a variety of industries achieve the level of support and user experience they desire through tailored IT Service desk services, delivered by 2nd and 3rd line technical engineers. 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.

Outsourced IT Service Features

Coverage

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

10 seconds Average Response Time

Our industry leading response time ensures minimal downtime

≥70% First Contact Resolution

Significant FCR focus allows users to rapidly return to productivity

NPS = 'World-Class'

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

Service Quality

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

Shift-Left

Continually enhancing business knowledge to enhance first point of contact engagement

Process

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

Language

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

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

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

Coverage

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

10 seconds Average Response Time

Our industry leading response time ensures minimal downtime

≥70% First Contact Resolution

Significant FCR focus allows users to rapidly return to productivity

NPS = 'World-Class'

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

Service Quality

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

Shift-Left

Continually enhancing business knowledge to enhance first point of contact engagement

Process

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

Language

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

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

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

The Littlefish ‘Pod’

What are the benefits of IT outsourcing?

Historically, organisations have looked to outsource primarily to reduce costs. However, contemporary outsourcing is now very strategic and organisations are looking to reap a number of different benefits of part of a hybrid IT Service Delivery that combines focused internal resources and a select ecosystem of true partnerships with IT Service providers, selected through a more rigorous, robust and evidenced based procurement process and decisions made moreover on quality than cost reduction.

There are several benefits to reap and we discuss several of them below:

Highly Skilled Experts

We understand that businesses change out of necessity and must remain flexible. When workload fluctuates, positively or negatively, we can support you by scaling our resources accordingly. Likewise, we can scale to optimise your expenditure. Our services are uniquely tailored to the needs of your organisation.

Productivity Gain

We achieve over 70% first contact resolution by reducing the turnaround time, the compound savings can be quite substantial, resulting in improved customer satisfaction, enhanced revenues and even greater profitability.

Advanced Technologies

Organisations that do not have the resources internally to scale and invest in help desk services or technologies are well suited to look to outsourcing via outsourcing IT support, you can benefit from advanced ticketing capabilities when all processes are handled by a team of trusted experts.

24/7/365 Support Service

Gain additional capacity to resource and focus on your strategic activity. Your internal staff will also have time to develop their skills and in turn deliver more for your organisation, improving your overall output quality and alignment to your organisation’s strategy.

Flexibility

We understand that businesses change out of necessity and must remain flexible when workload fluctuates, positively or negatively, we can support you by scaling our resources accordingly, likewise, we can scale to optimise your expenditure. Our services are uniquely tailored to the needs of your organisation.

Customer Satisfaction

High quality and efficient user support services provided by our team of Service Desk experts. Frequent communication with the user base, 3rd party providers and organisational hierarchy. Improved employee satisfaction, IT perception and satisfaction scores.

Internal Resource Utilisation & Development

Gain the additional capacity to resource and focus on your strategic activity, your internal staff will also have time to develop their skills and in turn, deliver more for your organisation. Improve your overall output quality and alignment to your organisation’s strategy.

How our Outsourced IT Services can help you:

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

Enrich workforce productivity

Effect cost-efficiency gains

Engender employee health & well-being

Enable agility & innovation

From humble origins to the heart of IT service provision

Get In Touch

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

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