Service Desk Support

Our Service Desk Support provides proactive 24/7 IT support when you need it most

Your Help Desk or Service Desk Support is a key component of the management of your technology systems and processes. Sitting between your users and your IT service management it ensures that your service strategy is delivered and the needs of your users are being met

Our support solutions closely integrate with internal or third party help desks that you may currently use. As your service desk partner, we ensure that all users enjoy positive service experiences with our remote or onsite support teams. Beyond the help desk, our account management team work with you, analysing alert and issues data to identify new opportunities to improve performance, efficiencies and service delivery. It is this combination of short term and long term focus that makes Trilogy a leader in service desk provision.

Trilogy Service Desk

Edge/point, our web-based, infrastructure reporting and control portal, provides real-time information on alerts, tickets and resolutions – providing valuable insight into how your systems are meeting the needs of its users and customers.

Our flexible support contracts cover a range of service models including:

  • Help desk cover ranging from standard business hours to 24 x 7
  • Reactive support, via telephone, remotely or on-site
  • Flexible cover on infrastructure covering hardware break/fix and dedicated spare parts
  • Guaranteed response times and detailed Service Level Agreements
  • Dedicated Technical Account Manager
  • Scheduled/ad-hoc on-site resourcing

Our team of engineers:

  • Embrace our culture of partnership and continually keep our clients’ business interests in mind
  • Optimise the managed services tools to benefit clients
  • Manage the system to answer and resolve issues quickly and effectively
  • Conduct regular network health checks to avoid costly infrastructure downtime
  • Maintain Microsoft, VMware, Citrix, Novell, NetApp, Cisco, IBM, HP and Oracle accreditations
  • Know when issues should be resolved remotely or on-site and when to escalate.

What our clients say

The migration went smoothly, and there was an immediate and consistent improvement in the performance of our software. Trilogy has helped us to increase our capacity and remove roadblocks.

John McCarthy, Chief Financial Officer

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Case Studies

Tracey Solicitors

With Trilogy’s managed IT security services, we benefit from improved secure operational, financial and strategic efficiencies across the practice. The solution has simplified our IT management with greater reassurance and peace of mind knowing that our business is protected and our data secure.

TSS

Trilogy’s solutions have given our three companies confidence in our IT. Trilogy’s secure client portal edge/point presents me with complete and immediate visibility of the state of the system, audit information, result monitoring, service tickets and reports detailing all aspects of our network’s health.

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Our interactive white paper provides you with all information and insights on a managed IT service to help you make the right startegic choice for your company.

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BENEFITS OF OUR IT SERVICE DESK

  • Improves user experience and responsiveness
  • Continuously improve service performance by tracking and analysing incidents
  • Save time and money through efficient management of infrastructure
  • Minimise service disruption
  • Integrates seamlessly with internal and third party help desks

WHY CHOOSE TRILOGY?

  • Friendly and technically adept help desk
  • Support centres in London and Dublin
  • 24/7 remote and onsite IT support
  • Real time incidents and request tracking
  • Guaranteed response time with defined SLAs
  • Flexible support plans to suit your needs
  • Experience of a wide range of businesses and industries

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We are always happy to discuss our support services to help you make the right choice. Why not call us at….

DUBLIN 01 476 8050

LONDON 020 7440 6500

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