Service Desk & IT Support

Round the clock end-to-end IT support, including service desk, remote/on-site assistance, device management, user access, and application support. Proactive, SLA-driven service focused on performance optimisation, security, asset lifecycle management, and continuous improvement of the end-user experience.

24/7 Service Desk Support

  • Round-the-clock IT support ensuring continuous availability
  • Multi-channel access including phone, email, and Microsoft Teams
  • Structured tiered support model (L1–L3) with defined escalation pathways
  • Dedicated support for critical incidents, including out-of-hours coverage for priority users

Remote & On-Site Technical Support

  • Rapid remote troubleshooting and issue resolution
  • Flexible on-site engineer support (scheduled and ad hoc visits)
  • Desk-side assistance for complex technical or hardware-related issues

Device & End-User Support

  • Comprehensive end-user device management, including onboarding, configuration, and software deployment
  • Operating system patching, updates, and performance optimisation
  • Endpoint security enforcement and compliance monitoring

User Administration & Access Management

  • User account provisioning and deprovisioning
  • Role-based access control (RBAC) and permissions management
  • Password resets, multi-factor authentication (MFA) support, and identity troubleshooting

Application Support

  • Support for core business and research applications
  • Troubleshooting of software compatibility and performance issues
  • Vendor management and coordination for third-party systems

Performance Monitoring & Continuous Improvement

  • Ticket trend analysis and root cause identification
  • Service Level Agreement (SLA) reporting and regular service reviews
  • Proactive recommendations to reduce recurring incidents and enhance user experience

Asset & Lifecycle Management

  • Centralised hardware and software inventory tracking
  • Lifecycle management including procurement, refresh, and retirement planning
  • Software licence management and compliance oversight
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