dataplex Service Desk

dataplex combines the best practice of leading industry methodologies (ITIL, ISO 9000, PRINCE2) in its Service Management teams to create an adaptive, premier, IT Managed Service.

With over 14 years' experience in delivering critical IT systems support, dataplex works closely with its customers to develop, implement and manage a service to drive down costs, raise the quality of IT operational performance and improve service levels. We're flexible in our approach to service delivery and each one is tailored to you, all you need to do is select a core package and add your variations for a service model backed by the dataplex systems 24/7 Network Operations Centre.

And because your business doesn't sleep and neither do we.

The Problem

Often organisations have skills shortages to proactively maintain and support operating systems, line-of-business applications and cloud solutions which are essential to your performance as a business. Not having the resources available to you is not an option. The costs associated with recruitment, training and human resources are expensive and there is no guarantee that you will recruit the right member for your team and retain them once they are trained and skilled.

The Solution

But for every problem there is a solution and dataplex can help you deliver a world class service to your business and users at a fraction of the cost associated with running an internal service desk.

dataplex provide organisations with a range of options for outsourcing part/or your entire service desk to a provider that has an immense depth of skills and partnerships with worldwide brands that formulate business IT infrastructure. Making a partnership with dataplex is a logical choice for your service desk requirements, and it's a partnership where you remain in control.

The dataplex service management centre combines best of breed technologies with best practice ITIL-aligned processes to tailor our services to meet the varying demands of our customers.

The dataplex service desk provides a single point of contact for you and works to restore normal operations and services within the terms of an agreed Service Level Agreement (SLA) with a clear understanding of your business priorities.

We differ from call and contact centres or a traditional help desk, our service desk offers a broader and user-centric approach, backed by the following features:

UK based, technical Service Desk providing 24x7 support
Central point of contact for logging and updating incidents
First line user support for incidents and service requests
Ownership of incidents throughout the lifecycle.

Benefits of the dataplex Service Desk

Through using dataplex service desk you will be partnering with a leading ICT solution advisory with exceptionally strong partnerships across key security and datacentre technology vendors. dataplex operate an ITIL aligned approach to service desk management which focuses on client requirements and leverages our pedigree of partnerships and experiences across multiple verticals. Our service desk can help you close the skills gap and ensure you get the performance and availability your users demand from business-critical applications.

The typical benefits that our clients receive through our service desk are:

Provides an interface for related activities such as a customer Change requests and third party interests.
Manages the escalation to other support teams and third party suppliers
Customer verification that resolutions meet your satisfaction before incidents are closed
Reduced IT operational costs and clearer budgetary decisions
Mitigated risk of downtime and higher service availability
Improved performance, resilience and security of your organisation's IT systems without the need for, and overhead of, additional in-house skills and resources
Reduced pressures on existing staff
Software fault resolution available 24/7
Strict and customised service level agreements (SLAs)
Management reporting and regular reviews
Phone, web access and remote monitoring options
Trained experts on the phone
Onsite support options available
Remote control and systems monitoring to diagnose problems proactively
Rapid escalation through 1st, 2nd, 3rd and 4th line support
Software administration and configuration support options
Fully tailored support packages for line-of-business and collaborative solutions.

Incident Management Process and Escalation Policy

ITIL-aligned Incident Management aims to restore normal operational service (within SLA) as quickly as possible and minimise effects on business operations, ensuring the best possible levels of service quality and availability are maintained.

Incidents are clearly owned and managed through to resolution
Customers are fully informed of all relevant service events, actions and service changes
Hierarchal and functional escalation policies ensure customers do not suffer excessive downtime.

dataplex service management tool

Logging scripts capture demographic and key incident information
Date and time stamped updates provide full incident history
Automated system escalation at 50%, 75% and 100% of SLA time elapsed
Automated email communication to customers at key stages.

End-user Support

With  your consent,  this enables  instant remote  control of a  user's PC  to provide  quick and  efficient resolution.

10 reasons to choose dataplex service desk

1. Established and sustainable company with over 14 years' critical systems support for Public and Private Organisations.
2. Proven Value IT Managed Service model: harnesses the best global expertise
3. We understand how to drive down cost and enhance quality of service
4. You can be confident that you are dealing with  an  industry  leading  provider  of  services,  proven  and  tested  to  the  highest
standards for mission and life-critical environments
5. Accredited ITIL-aligned service management, certified to ISO 9001:2000; compliant with the NHS Information Governance Statement of Compliance (IGSoC) code of conduct
6. A service personalised to reflect your business, from our UK Support Desk.
7. Service Management teams: accessible and directly responsible for your service provision.
8. Expertise and Experience in the leading technologies that drive service innovation.
9. Continual Improvement methods to sustain high levels of customer satisfaction throughout the life of your contract.
10. A comprehensive and growing range of service options to meet your current and future needs.