Service Desk Datasheet

AWARD WINNING

SERVICE DESK

ABOUT US Eliminate your IT frustrations with our 5-star service desk, delivering comprehensive and expertly managed IT support. Our dedicated team is ready to assist you at every step, ensuring seamless operations and hassle-free solutions.

However, we understand that some prefer a hands-on approach to IT. That's why we also offer an exceptional self-service facility, empowering those who enjoy taking matters into their own hands. With our selfservice knowledge base, you have access to a wealth of resources and guidance, allowing you to navigate and resolve IT challenges independently while still enjoying our top-tier support in the background.

OUR PERFORMANCE BASED ON 8500+ TICKETS

19 mins AVERAGE RESPONSE

3 hrs 28 mins AVERAGE RESOLUTION

99.42% SLA

100% FEEDBACK SATISFACTION

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OUR SWIFT RESOLUTIONS

46%

43%

first Contact Resolution

of calls answered within 20 seconds

59%

86%

tickets resolved within the hour

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same day fixes

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UNDERSTANDING PRIORITY LEVELS

PRIORITY 1- CRITICAL

1

Incidents with a Priority 1 level have a severe impact on business operations. They often affect a large number of users or critical business services, causing significant disruption.

EXAMPLE: Complete system outage affecting all users or critical

3 mins RESPONSE

1hrs 31 mins RESOLUTION

business applications.

PRIORITY 2- HIGH

2

Incidents with a Priority 2 level have a considerable impact on business operations but may not cause a complete system outage.

EXAMPLE: A major service disruption that affects multiple users

RESPONSE

1hrs 46 mins RESOLUTION

or business functions

PRIORITY 3- MEDIUM

3

10 mins

Incidents with a Priority 3 level have a moderate impact on business operations and typically affect individual users or noncritical business services.

EXAMPLE: An issue that affects a specific user's ability to access a

19 mins RESPONSE

3hrs 15 mins RESOLUTION

non-critical application.

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SELF-SERVICE PASSWORD RESET Introducing Self-Service Password Reset (SSPR) - Empower Your Users, Elevate Your Security.

Say goodbye to the frustration of forgotten passwords and the hassle of IT support intervention. With our cutting-edge SSPR solution, your organisation can revolutionise the way passwords are managed.

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BENEFITS Enhanced User Experience: No more downtime due to locked accounts or forgotten passwords! SSPR empowers your users to swiftly reset their passwords, ensuring a seamless experience and boosting productivity.

Lighten IT Workload: Spare your IT teams from the never-ending deluge of password reset requests. SSPR automates the process, liberating your IT staff to focus on missioncritical initiatives.

Amplified Security: Counterintuitively, SSPR strengthens security. Discourage weak passwords and risky practices by encouraging frequent password changes. Bolster your organisation's defences with enhanced security hygiene.

Cost-Efficient Solution: Cut down on password-related helpdesk tickets and save on resources. SSPR streamlines operations, enabling you to achieve cost savings while maintaining top-notch support.

Uninterrupted Access 24/7: Empower your users with the ability to reset passwords whenever and wherever they need it. SSPR transcends business hours, enhancing accessibility and maintaining uninterrupted workflow.

Instant Solutions, Reduced Wait Times: Bid farewell to the waiting game at the IT helpdesk. SSPR ensures rapid issue resolution, elevating user satisfaction and efficiency.

Empower Your Workforce: Foster a culture of accountability and ownership. SSPR encourages users to take charge of their account security, promoting empowerment and responsibility.

Rapid Recovery from Compromises: In the face of potential breaches, swift action is crucial. SSPR enables users to reclaim control by resetting compromised account passwords promptly, minimizing unauthorised access impact.

Password Management: Elevate your organisation's password management strategy to new heights with SSPR. Embrace the future of secure, user-centric password management.

Don't miss out—transform your security landscape today!

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FULLY MANAGED IT SUPPORT Upgrade Your Business with Comprehensive Managed IT Support!

Tired of grappling with complex IT challenges?

Unlock the full potential of your organisation by entrusting your IT management to us. Our fully managed IT support is designed to empower your team, streamline operations, and drive growth.

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BENEFITS Unburden Your Team, Boost Efficiency: Let your internal staff focus on what truly matters – your core business functions. Our expert IT professionals take the reins, ensuring your technology is optimised for peak performance.

Minimize Downtime, Maximize Productivity: We keep your IT systems in peak condition around the clock. Say goodbye to disruptions and glitches as we proactively identify and address issues before they snowball.

Fortify Your Digital Fortress: Cybersecurity is paramount. Our robust measures shield your data from cyber threats, safeguarding sensitive information with firewalls, intrusion detection systems, and meticulous security audits.

Expert Guidance at Your Fingertips: Our service desk is your one-stop-shop for all things IT. Whether it's troubleshooting software snags, ironing out hardware hitches, or navigating IT tools, we're here to assist.

Seamless Network Management: Your network's health is our priority. From setting up and configuring equipment to maintaining firewalls and optimising performance, we ensure your connectivity stays rock-solid.

Data's Guardian Angel: We perform regular backups, ensuring your critical business data remains protected from hardware hiccups, accidental deletions, or cyber onslaughts.

Should the worst happen, our data recovery solutions have you covered.

Anywhere, Anytime Support: Our remote capabilities mean IT solutions come to you, wherever you are. Swift issue resolution and maintenance – no need to wait for on-site visits.

Vendor Harmony, License Compliance: Bid farewell to the complexities of vendor management. We'll ensure your software licenses are up-to-date, hardware is wellmaintained, and relationships with IT partners are optimised.

Informed Decisions, Strategic Insights: Stay in control with regular reports and analytics detailing your IT systems' performance, security status, and usage. Armed with this information, you can steer your IT strategy with confidence.

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RELEASE MANAGEMENT Unlock the power of flawless software releases with our game-changing Release Management solution. Say goodbye to deployment nightmares and hello to a world of well-planned, meticulously tested, and seamlessly deployed software.

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BENEFITS Strategic Planning, Perfect Execution: Craft a roadmap to success with a meticulously designed release plan. Define the scope, features, timeline, and resources required for a seamless launch, ensuring every step is orchestrated flawlessly.

Harmonious Version Control: Manage your software versions with grace. Keep track of changes, identify issues with ease, and roll back seamlessly when necessary. Maintain a pristine history of developments, allowing teams to collaborate effectively.

Automated Build and Deployment: Wave goodbye to manual inconsistencies and errors. Automate the build and deployment process for consistent and rapid releases, ensuring precision and swift results.

Testing Nirvana, Quality Assurance: Elevate your software's integrity with rigorous testing. From functional and integration testing to performance and security assessments, ensure your release shines, free from flaws.

Change Mastery, Conflict Resolution: Embrace change without chaos. Manage alterations, assess their impacts, and avoid disruptions. Our change control processes empower stability and steer clear of conflicts.

Communication Powerhouse: Keep everyone in the loop with flawless communication.

From regular updates to statu s reports and notifications, ensure everyone is onboard and informed.

Effortless Rollback and Recovery: Face the unexpected with confidence. Our comprehensive rollback plans facilitate swift reversion to a stable version, ensuring your ship sails smoothly even in stormy seas.

Risk Wizardry: Master the art of risk mitigation. Uncover potential security vulnerabilities and compatibility hiccups, fortifying your software against potential pitfalls.

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CERTIFIED & EXPERIENCED ITIL PROFESSIONALS Unleash Excellence with Certified ITIL Professionals - Elevating Your IT Services to New Heights! Discover the transformative power of our certified and experienced ITIL professionals who are your secret weapon for elevating service quality, driving customer satisfaction, and supercharging operational efficiency.

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BENEFITS Efficiency Redefined: Our ITIL experts are fluent in the language of the ITIL framework.

They seamlessly align IT services with your business objectives, ensuring optimal resource utilisation and efficient service delivery that keeps your organization on the fast track to success.

Customer Delight Guaranteed: ITIL is synonymous with a customer-centric approach.

Our certified professionals are trained to not just meet but exceed customer expectations, paving the way for increased customer satisfaction and unwavering loyalty.

Masterful Problem Solvers: Armed with ITIL's incident and problem management methodologies, our experienced professionals swiftly identify root causes and implement solutions. Downtime is minimised, and disruptions to business operations are brought to a halt.

Change with Confidence: Change management gets a makeover with our ITIL mavens.

They guide you through smooth implementations, minimising risks, and ensuring all stakeholders are on board, leading to change that's impactful yet disruption-free.

Efficient Resource Alchemy: Our ITIL experts understand the art of resource management. They assess, allocate, and optimise resources, leading to substantial cost savings, efficiency improvements, and a smarter allocation strategy.

Credibility Boosters: The industry recognises ITIL certification as a mark of excellence.

Having our certified professionals on your team enhances your credibility and showcases your commitment to unparalleled quality and best practices.

Future-Ready Leaders: Our experienced ITIL professionals remain in sync with industry changes. They adapt ITIL practices to new technologies and evolving business needs, future-proofing your organisation and positioning you as an agile industry leader.

Communication Champions: Effective communication lies at the heart of ITIL. Our certified professionals facilitate clear and cohesive communication across teams, stakeholders, and end-users, ensuring everyone is aligned and engaged throughout the journey.

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AUTOMATED TICKETING Step into the future of unparalleled support with our revolutionary Automated Ticket Logging solution. Elevate user experiences, transform support operations, and achieve new heights of customer satisfaction.

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BENEFITS Efficiency Perfected: Bid farewell to manual ticket creation woes. Our state-of-the-art automated system flawlessly captures user-reported issues, eliminating errors and saving you precious time.

Rapid Issue Resolution: Embrace lightning-fast problem-solving. Armed with comprehensive information, our support teams swiftly identify and tackle issues, slashing back-and-forth communication.

Consistency Amplified: Standardised data collection ensures crystal-clear issue descriptions. This translates to better understanding, quicker resolutions, and soaring customer satisfaction.

Data-Driven Brilliance: Unveil insights for continuous enhancement. Our solution generates invaluable data on recurring issues, empowering you to make informed decisions that boost user experiences.

User-Centric Bliss: Elevate user delight with rapid issue resolution. By promptly addressing problems, you demonstrate your unwavering commitment to user-centric excellence.

Resource Optimisation: Transform your support staff into solution champions. Let them dedicate more time to critical issues while our automated system expertly handles ticket creation.

Proactive Issue Detection: Stay ahead of the curve. Our system detects patterns and anomalies, allowing you to spot potential issues before they even graze your users' experience.

Accountability & Documentation: Keep progress on a tight leash. Our system creates a digital trail, ensuring accountability and robust documentation for every step of the support journey.

Experience the Revolution: Step into the realm of seamless support, where efficiency reigns, user satisfaction soars, and your support team transforms into superheroes. Let our Automated Ticket Logging solution redefine your support landscape.

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OUTSOURCING IT Embrace the future of streamlined operations and unmatched expertise with our transformative IT Outsourcing solution. Get ready to witness a spectrum of unparalleled benefits that will reshape the way you approach IT support.

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BENEFITS Effortless Cost Savings: Say goodbye to spiraling labor costs. By outsourcing, you gain access to a skilled workforce without the overheads of hiring, training, and retaining in-house staff.

Expertise on Demand: Experience the power of a specialised IT support team at your fingertips. Our outsourcing experts bring diverse skill sets, ensuring swift issue resolution and rapid response times.

Tailored Scalability: Scale up or down as you please. With outsourcing, flexibility becomes your superpower, helping you navigate fluctuating demands while optimising your support services.

Laser-Focused Priorities: Liberate your in-house IT team from routine tasks. Let them channel their energy towards strategic, high-value projects that drive your business objectives forward.

Minimal Downtime: Swift issue resolution by seasoned professionals minimises downtime and productivity loss, keeping your business in motion and your bottom line intact.

Access to Cutting-Edge Tools: Embrace the latest technologies without breaking the bank.

Outsourcing partners provide advanced tools and resources that might be otherwise inaccessible.

Budget Bliss: Predictable costs become your reality. With monthly or contract-based pricing, managing expenses and staying on budget has never been easier.

Fortified Risk Management: Expert partners help you navigate security risks, compliance hurdles, and regulatory tangles with ease, ensuring your operations remain secure and compliant.

Journey of Improvement: Witness a commitment to constant evolution. Outsourcing providers focus on refining their services, leading to elevated service quality and cost-efficiency over time.

Streamlined Infrastructure: Bid adieu to infrastructure headaches. Avoid the expenses tied to maintaining an in-house IT setup—hardware, software, and office space—by embracing outsourcing.

Contracts Tailored to You: Craft your support experience. Our flexible outsourcing contracts align precisely with your budget and requirements, delivering the support level you desire.

Experience the Revolution: Step into a realm where efficiency thrives, expertise reigns supreme, and your IT support becomes a cornerstone of business excellence. Our IT Outsourcing is more than a solution; it's your pathway to unrivalled success.

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COMPANY VALUES

EXCELLENCE INNOVATION INTEGRITY RESPECT RESPONSIBILITY

Why METCLOUD? Award winning company for cybersecurity, innovation, and excellence. Our vision is to be the global brand of choice for next generation cybersecure cloud services. Our services have been architected with security by design.

Ransomware, Cloud vulnerabilities, Phishing attacks Social engineering and vulnerability management are the five top global security threats.

METCLOUD’s portfolio of cyber security and cloud services will ensure that you protect, defend, and mitigate any potential cyber attack irrespective of how it was carried out.

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Let's get connected.

Call 0121 227 0730 and speak to one of our experts.

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