Managed Services/Service Desk & Experience

A service desk measured on experience, not ticket count.

Multi-channel support across phone, email, Teams and a self-service portal, from first to third line, all tracked in Jira Service Management against clear SLAs. But volume is the real tell: a great desk doesn’t just close tickets fast — it makes fewer of them happen. We hold ourselves to under 0.7 tickets per user per month, and the work of getting there is the programme.

Phone · email · Teams · portal1st–3rd lineJira Service ManagementCSAT & NPS

Book a TCO review →See the SLAs

The model

White-glove support, multi-channel by default.

People reach us however suits them — a call, an email, a message in Teams, or the portal — and land in one queue with one set of SLAs. First-line resolves the everyday; second and third line carry the complex work without re-explaining; and everything is logged, reportable and reviewed.

Multi-channel access

Phone, email, Microsoft Teams and a self-service portal — one front door, one ticketing system, one SLA framework behind all of them.

First to third line

Coverage spanning Microsoft 365, identity, devices, collaboration and voice, remote access, file access and permissions, and joiner / mover / leaver workflows.

Root-cause, not repeat

Structured problem management means recurring issues get fixed at source. The deliverables: SLA and CSAT/NPS reports, root-cause analysis, and a governance dashboard.

The health metric

Under 0.7 tickets per user per month.

Most desks report on how fast they close tickets. That measures the symptom. The number that measures the system is how many tickets happen in the first place. Run above 0.7 per user per month and you are paying for inefficiency and frustrating your users at the same time. Driving it down — from 0.7 to 0.68 — is twenty-five different things on a matrix we manage, and working that matrix is the service.

Why volume is the right number

A modern, well-run estate generates fewer tickets: devices build themselves, identity just works, and automation closes the routine before a person is involved. So ticket volume per user is really a proxy for how modern and well-governed the whole environment is — which is why we anchor the conversation on it, and trend it every month against tech-services spend as a percentage of revenue.

Service levels

Clear targets, measured and reported.

Every priority has a defined response and resolution target, reported monthly. These are the standards we run our managed estate to.

Priority	Description	Resolution target	Attainment
P1	Major impact	≤ 4 hours	90%
P2	Serious impact	≤ 8 hours	90%
P3	Limited impact	≤ 2 service days	80%
P4	Minor impact	≤ 3 service days	80%
Critical request	e.g. password reset	≤ 1 hour	90%
New starters	Onboarding provisioning	≤ 5 service days	90%

Calls answered ≤ 40s

90% of calls answered within 40 seconds, with under 5% dropped after that. A real person, quickly.

~40% first-contact fix

Around 40% of P3/P4 issues resolved on first contact — no callback, no queue, no handoff.

98% core availability

Office 365, email, internet, file servers, AD and WAN held at 98% availability during core hours.

What you get

A desk that gets quieter over time.

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One queue, every channel — phone, email, Teams and portal, all on Jira Service Management with shared visibility.

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SLA, CSAT and NPS reporting every month, plus a governance dashboard your leadership can read at a glance.

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Root-cause analysis on recurring issues, feeding a continuous-improvement backlog — not just repeated closures.

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Internal IT freed up from desktop firefighting into work that actually moves the business.

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Ticket volume trending down year on year as modernisation and automation land.