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 quality of the people we worked with and the service they supplied soon gave us the confidence to work on other IT projects with ICM. They quickly became accepted as part of our own IT team as we realised that for them getting the job done right was the most important thing. I always know that they will manage something well and the relationship we have is great.

- Bill Phelan Head of Group IT Eveden

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.