Deskside Services
What do we offer?
ICM’s Deskside Services are designed to complement remote diagnostic facilities (Service Desk) and Hardware Support & Maintenance to deliver high levels of first touch resolution and system recovery.
Our Deskside Services provide value-added support that optimises the availability of IT services and can be tailored to meet your specific needs, hours of cover and skill sets.
How do you benefit?
As an active corporate member of the IT Service Management Forum (itSMF), ICM supports the development and promotion of IT service management best practice, standards and qualifications. This means that you benefit from industry recognised best practice and a standardised approach.
Our Deskside Services:
- Provide a fast, personalised on-site service
- Give visibility of an IT support presence on-site
- Complement Service Desk to provide a physical response where remote resolution is not possible
- Provide flexibility of resourcing through either a dedicated or shared resource model
- Provide skilled, accredited IT resources
- Remove the challenges for non-IT based organisations associated with retaining scarce IT skills in-house
- Remove the need to retain or replace skilled staff through career progression or sickness
What our customers have to say
The ICM team has worked hard to build up a thorough understanding of our business needs and to form an effective partnership. They have the skills, infrastructure and organisation we need to help us achieve our objectives, be it stand-alone projects, or ongoing support and assistance.
- Mike Hughes, ICT Manager, Greater Merseyside Connexions
What's covered?
Our Deskside Services can be delivered either as a dedicated on-site resource, on a shared basis where an engineer will provide support for a number of ICM’s clients, or from our nationwide mobile service team. Our Deskside Services:
- Provide a physical response where remote resolution cannot be achieved
- Provide skilled, vendor accredited IT resources on a contracted basis
- Avoid the expense of under-utilised local resources
- Provision dedicated or on demand resource options
Optional features include:
- Return to service where agreed applications and data are reloaded if affected by a hardware failure
- Time and materials where services such as out of hours deskside activity are delivered
All services are aligned to the IT Infrastructure Library (ITIL™) framework for industry best practice.
