04 / IT Operations — new practice
We provide outsourced service desk management across every channel your users reach you on, with Tier 1 triage, Tier 2 engineering and Tier 3 practice escalation under one SLA and one accountable delivery manager. Our analysts can read your stack, close the ticket at first contact where possible, and route the underlying cause to the team that can remove it for good.
Tier 0 self-service and automated resets, Tier 1 triage and first-contact resolution, Tier 2 and 3 escalation into application, infrastructure and ERP specialists from our own practices.
Voice, email, live chat, Slack or Teams, and a self-service portal — one ticket record regardless of how the user reaches you, so reporting stays honest.
Workflows structured on ITIL 4 practices — incident, request, problem, change and knowledge management — so the desk manages proactively instead of firefighting.
The tier model
| Tier | Handled by | Scope | Target share |
|---|---|---|---|
| Tier 0 | Automation & AI assistant | Password resets, access requests, knowledge-base answers, status checks — resolved without a human touching the ticket | 30% |
| Tier 1 | Service desk analysts | Triage, categorisation, standard break-fix, provisioning, first-contact resolution | 45% |
| Tier 2 | Support engineers | Application, integration and infrastructure issues requiring log analysis, config change or vendor coordination | 20% |
| Tier 3 | Practice engineers | Code-level defects, data pipeline failures, ERP customisation — escalated into the same teams that build the systems | 5% |
Target distribution at steady state, reached over the first two quarters as automation and knowledge coverage mature. Tier 3 is the structural advantage: for clients who also engage our Application, Data or ERP practices, escalation goes to engineers who already know the system.
Deep-dive topics
Full ownership of the queue with staffing, scheduling, and a named delivery manager.
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Service catalogue covering triage, incident response, and knowledge management.
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Process design against ITIL 4 for incident, problem, and change management.
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Bring us the ticket volumes, the coverage hours or the systems that need supporting. We'll scope the right model.