Service Desk Support

Our ITIL-aligned Service Desk provides 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 users and your IT service management, it ensures that your service strategy is delivered and user needs are being met.

Our ITIL-aligned support solutions closely integrate with internal or third party help desks. 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 works with you, analysing 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 both you and us, real-time information on alerts, tickets and resolutions – providing valuable insight into how your systems are meeting user and customer needs.

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

  • Level 1 to level 3 incident management
  • 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

boost your business case

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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  • 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


  • ITIL-aligned
  • Level 1 to level 3 incident management
  • 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