At Doherty Associates, we offer first class support around the clock, with trusted in-house teams that consistently rate exceptionally highly in client feedback. And we invest in continual improvement – yours and ours.
With fast-evolving technology, hybrid working, and ever-more-sophisticated cyber threats, it can be challenging for businesses to maintain the high levels of service and flexibility now demanded by their clients. Increasingly, success may depend on a complicated tapestry of interrelated IT services and change programmes – and this makes the role of the Service Desk more important than ever.
At Doherty Associates, our ITIL-aligned Service Desk spans the full breadth of end-user, technical and security functions, while retaining a refreshingly human face. This means we can scale our service in line with your needs, from a discreet managed service for a specific application to acting as your complete in-house IT department.
Please contact us about your specific requirements or read on to find out more.
At Doherty Associates, we pride ourselves on providing direct access to reliable and personable support for all of our clients’ end users. And this encompasses every device, operating system and application, wherever they happen to be and whenever that support is needed.
We’re also happy to make on-site visits. For example, our engineers can support critically important client meetings or events, attend for the roll-out of new laptops, deliver direct support for physical hardware replacements and repair, or even provide emergency cover for inhouse support staff. Plus they are a valued ‘friendly face’ for staff to approach with any questions, especially when team members are unsure if their issue warrants a Support Ticket.
We consider both the health of your technology and the end user experience. And should a problem occur, we won’t simply address it in the here and now. We’ll also make it a priority to discover what is causing the issue, so we can resolve it upstream and prevent it reoccurring.
This helps us to make pertinent recommendations around training opportunities and improved working practices. And it shows how we’re always looking for new ways to add value for our clients.
At Doherty Associates, we have the deep expertise required to deliver Technical Service Desk capability across the full range of technology platforms, applications, and IT services that our clients rely on.
This includes platform support across the Microsoft 365 platform and Microsoft Azure, as well as remote management of any remaining onsite servers and networks.
We appreciate that while many businesses plan to move to the cloud (or are already doing so) traditional IT infrastructure still underpins many critical business services, so this must be maintained and secured. Our understanding in this area and our ability to map an organisation’s legacy IT estate onto a bespoke modernisation roadmap has proved particularly useful for many of our clients in their move to the cloud.
Finally, the fact that our Service Desk delivers both end user support and our full suite of managed services through a single, integrated ticketing system keeps everything neatly joined up.
It also allows us to take account of the bigger picture – your servers, the cloud, your end users, and whatever else is pertinent to keeping your business successfully up and running.
When you suspect a breach in your security or fall foul of a malicious action, a helpdesk of generalists who ‘know a bit about security’ is never enough. That’s why our first line security personnel are all highly trained and available 24/7 via our Service Desk.
Our Security Incident Response team members have all completed the gruelling BTL1 exam, used to train advanced technical defenders in governments, law enforcement, financial institutions, and many more settings where security is paramount. And they are empowered to escalate issues to even more experienced and qualified colleagues when necessary.
We are also equipped with the very best security tools, which allow us to address, evaluate, and resolve any incidents efficiently and thoroughly.
Many IT providers claim to offer round-the-clock support, but this is often outsourced to third-party service centres, or dependent on on-call engineers with a phone by their bedside. By contrast, we offer a genuine 24/7 Service Desk staffed by our own support specialists.
We’re accessible…
Clients can reach our Service Desk by phone or email, or through the Doherty Support Centre app, which we load onto every machine we look after. Over time, many clients build genuine relationships with our team members and come to see the Service Desk as an extension of their own business. We can also make this happen in a literal sense, by providing your in-house support team with an extension to our ticketing platform to create the ideal one-stop-shop.
We’re business-orientated…
We have a dedicated and experienced monitoring team that looks at every Ticket raised from a human perspective, taking into account factors such as the nature of the issue and the likely impact on the client’s business, in order to determine the best and most timely response. So, while others simply stack alerts in a queue, we are able to prioritise based on genuine need and impact.
We’re effective…
Typically, most issues are resolved remotely by a first line support engineer using market-leading tools. If this is insufficient, the Support Ticket is escalated to ensure that the issue is dealt with swiftly. Clients can always follow the progress of a Ticket in the app from the moment it is logged until the point where it is resolved and closed.
We’re appreciated…
Of course, the best judges of our performance are our clients. So we’re pleased to say that our Service Desk has a client satisfaction score of 98.2 (2021 performance). And we have industry leading customer retention, with many clients having stayed with us since we were founded over 30 years ago.
But we’re never content to rest on our laurels…
At Doherty Associates, we always strive to exceed and not just meet the targets set out in our Service Level Agreements. Because being thorough and doing things properly is right there in our DNA.
‘I just want to give a massive thank you to Vimadeep, who spent a long time getting my Skype working last night, allowing me to get on air on BBC TV. Your support was much appreciated.’
Tamzen Isacsson
Chief Executive Management Consultancies Association
Like to know more?
If you want to work with fully accountable experts, we’re the people to help.
