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Service Desk

What do we offer?

Service Desk

The ICM Service Desk provides a comprehensive support service which rapidly assesses and resolves IT service requests. The Service Desk options can be tailored to meet specific customer needs, hours of cover and service levels.

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 ensures our customers benefit from industry recognised best practice and a standardised approach.
Our Service Desk:

  • Gives users a single point of contact for IT requirements
  • Gives visibility of activity to users via the web portal
  • Ensures incidents are managed through to resolution within the contracted service levels
  • Often provides quicker resolution via remote tools with no requirement for a site visit
  • Provides management reporting to enable the customer to make informed decisions

What our customers have to say

Having a reliable and professional maintenance supplier in place ensures that we can go on delivering customer service of the highest standards.

- James Gallagher, Associate IT Director, Phones 4U

What's covered?

Dedicated Service Desks work only for you.  Our expert analysts implicitly understand your business, systems and users, working in partnership to deliver the highest levels of focused support. Virtual Service Desks are staffed by syndicated teams of similarly skilled analysts who deliver consistently high standards of cost-effective support to a number of organisations. For both, service delivery includes:

  • Best practice, industry standard processes and procedures ensuring a consistent approach to assessment and resolution
  • Single point of contact for any IT requirements providing ownership and centralisation
  • Hours of cover to suit you
  • Accredited and experienced staff with specific skills in vertical markets providing business related customer expertise
  • Third Party Support Management ensuring the business SLAs are underpinned
  • Warranty Management providing uplift to the standard vendor offerings

Optional features include:

  • Asset & Configuration Management
  • Software License Management
  • Software deployment

All services are aligned to the IT Infrastructure Library (ITIL™) framework for industry best practice.

For further information contact ICM today on 0844 863 3333