Our accreditations speak for themselves
Comprehensive IT support, anytime, anywhere
With fast-evolving technology, hybrid working, and ever-more-sophisticated cyber threats, it can be challenging for organisations 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 technical 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.
Our London and Kuala Lumpur teams give us a genuine 24/7 service and rate exceptionally highly on a consistent basis in client feedback.
What sets our service desk apart
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 our service desk as an extension of their own business.
We’re effective
Typically, most issues are resolved remotely by a first line support engineer using market-leading tools. When needed, our escalation process ensures that 1st line engineers receive prompt and efficient assistance from the appropriate team, along with upskilling and training to decrease escalations over time.
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.
We’re appreciated
Of course, the best judges of our performance are our clients. We’re pleased to say that our Service Desk has a client satisfaction score of 98.2% (2024 performance). And we have industry leading client retention, with many clients with us since we were founded over 30 years ago.
We look at people
We recruit individuals based not only on their technical skills, but also on their behaviours and attributes. We believe in hiring staff with high potential and developing them rapidly. Our onboarding programme is extensive with Microsoft 365 Certified: Administrator Expert status achieved as standard.
We go beyond the call
At Doherty Associates, we always strive to go far beyond the targets set out in our Service Level Agreements. Keeping our promises, responding with urgency, being thorough and doing things properly is in our DNA.
Our services
End user support
We provide reliable and personable support for all devices and applications, wherever and whenever that support is needed. We consider both the health of your technology and the end user experience. 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. We’re also happy to make on-site visits, such as for critical meetings or hardware replacements.
Infrastructure and cloud support
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 Microsoft 365 and Microsoft Azure, as well as supporting cloud migration and remote management of any remaining onsite servers and networks. Our holistic view allows us to provide comprehensive support that aligns with your organisational goals and IT strategy.
Security support
Our first-line security personnel are highly trained to handle incidents efficiently. Our security incident response team have all completed the gruelling BTL1 exam, used to train advanced technical defenders in governments, financial institutions and settings where security is paramount. And they are empowered to escalate to even more experienced colleagues when necessary. We are equipped with the very best security tools, which allow us to address and resolve incidents efficiently and thoroughly.
Proactive monitoring
We use industry-standard remote monitoring tools, with our experienced engineers analysing every alert for its potential impact. With our deep understanding of your organisation and its core services, we are equipped to make informed decisions and notify the appropriate contacts, so issues are often resolved before they cause disruption. With a mature and dedicated team, we excel in managing proactive alerts and addressing tickets with suitable priority.
Patch management
We deploy patches and updates to servers and endpoints using a comprehensive patch management tool, keeping your infrastructure secure in an ever-changing landscape. We collaborate with our clients to mitigate security risks, ensuring your systems are always up-to-date and protected against vulnerabilities, maintaining a robust IT environment. Our systematic approach to patch management reduces downtime and enhances overall security.
True 24/7 support
Our London and Kuala Lumpur teams have worked together seamlessly for over 15 years, ensuring efficient handovers between UK office hours and out-of-hours operations. All engineers are onboarded into their roles with the same expectations, regardless of location. This ensures the same level of quality for clients, day or night, with our full suite of managed services fully joined up through a single, integrated ticketing system.
Frequently asked questions
- What are the key functions of an effective service desk?
- How does a service desk differ from a help desk?
- Why is a 24/7 service desk essential for businesses?
- What is ITIL and how does it enhance service desk operations?
- What is incident management and why is it important?
- What are SLAs and why do they matter?
- What tools are essential for a high-quality service desk?
- What is proactive monitoring and how does it benefit businesses?
- How can a service desk enhance user satisfaction?
- What role does a service desk play in cybersecurity?
- How should a service desk support remote work?
- What are the essential skills for service desk staff?
Latest service desk insights
Get in touch
To find out more about our 24/7 service desk, please complete the form for a prompt response from our team.