Solve end user issues more rapidly and consistently
Inconsistent or inadequate service desk delivery has a direct impact on end user satisfaction and productivity. At Acora, we’ve spent many years developing the most efficient, best practice service desk support, to ensure end user satisfaction – even in the face of IT issues.
Now in use with many hundreds of customers, our platform has been refined to deliver expert support from the moment a new ticket is raised through to closure. We can also flex the way you receive support – from temporary support to 24/7/365 coverage; and from Acora’s service centres to your own site.
Expert end user support provided remotely
Acora’s outsourced IT service desk is ideal for companies with 500-5,000 employees. You simply pass the responsibility of support and management of your end user issues to Acora, and we provide a skilled support platform. This allows your team to focus on managing the core environment and delivering IT initiatives that have the most significant impact on your business.
- First contact resolution to improve end user satisfaction, service efficiency and service costs
- Highly trained and experienced analysts who will deliver excellence and consistency
- The latest technology, through our innovation and investment in a best-in-class ITSM platform
We manage at your premises
If you’d rather have Acora’s service support close to hand, we will take on the management of your service desk on-site at your office location. This gives you a predictable monthly cost for your support platform and frees your support staff for other tasks.
- Continuous and uninterrupted support, with no staffing issues, from a UK market leader with deep experience in every aspect of running service desks
- Ability to leverage Acora's remote teams when required to act as a hybrid service and manage spikes in demand
- Acora's service management platform can be extended to your local teams for end-to-end service management
Flex your capacity to meet demand
When your in-house service desk is hit by new demands, it’s often the user experience that suffers first. Service Desk Boost from Acora helps you deal with staff attrition, spikes in project demands, unresolved tickets or a lack of specialist skills – by giving you additional support direct from Acora. We replicate the environment of your service precisely and handle an agreed number of tickets remotely, as an extension of your team.
- An easy, low-commitment solution you can use with a rolling contract
- Performance guaranteed to match or exceed your in-house capability – improving the end user experience
- Quick and easy to deploy: access support when you need it, with zero management issues
A complete ready to use service solution
IT Management as a Service (ITMaaS) is Acora’s cloud-based IT Service Management solution based on ServiceNow. It surpasses best practice standards and provides a mature IT service platform for our clients’ internal IT service desk requirements. Developed and optimised using all of our service experience, this industry-leading platform offers rapid onboarding and the ability to deliver your IT support services to the highest ITIL-aligned standards.
- Allow you to leverage our investment in a modern, best-in-class ITSM platform
- Offer greater operational insights that help you boost service levels
- Provide a single pane of glass across your teams and Acora, which improves service, collaboration, transparency, and quickly resolves issues