Cloud & Modern Workplace

Primary Service Desk

One single point of contact Primary Service Desk that improves the user experience, contributing to staff retention by driving efficiencies and job satisfaction.

Man working in an office and consulting on a headset.

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Service overview

Wavenet’s UK-based, primary service desk provides the right people, processes, and technology to deliver high value IT services 24/7/365 allowing your business to do what you do best, without interruption.

Wavenet offers a comprehensive support service which can rapidly assess, manage and resolve IT incidents and service requests. Our Primary Service Desk can be tailored to meet your specific needs and service levels and includes options for dedicated, syndicated and hybrid delivery models.

What does Wavenet Primary Service Desk deliver?

Options include dedicated service desks or access to syndicated teams of analysts delivering high quality, cost-effective support to a number of organisations.

Option 1: Syndicated Service Model

A syndicated service desk gives you access to a shared pool of highly qualified service desk analysts that work across a number of Wavenet customers.

This model offers flexibility at a cost-effective price, whilst still giving you access to a high standard of customer service.

All our analysts are given specific client training ensuring you’ll be connected with an analyst that best meets the skills and requirements of your business and industry.

Option 2: Dedicated Service Model

A dedicated service desk model provides a fully focussed and personalised service with your own dedicated service desk analysts. This allows for greater familiarity with your users and systems and gives the option for supporting non-standard technologies.

Option 3: Hybrid Service Model

A dedicated model can be supplemented by the syndicated service desk to create a hybrid model providing a level of cover for extended hours in a cost-effective manner.

Why Wavenet?

At Wavenet we have the flexibility to align our service desk with your requirements and the expert knowledge and skills to ensure you have the right people, processes and technology to successfully manage your requirements. We also provide the quality to ensure customer satisfaction and give peace of mind that your users are in the best hands.

Flexibility

With syndicated, dedicated and hybrid options we can align our service desk provision to your business’s specific needs and requirements scaling support up or down as your business needs fluctuate.

Expert knowledge and skills

As an experienced Primary Service Desk supplier, we have the people, processes, and technology to successfully manage all of your Primary Service Desk requirements.

Quality

Measured SLA backed services, underpinned by our customer satisfaction, quality and escalation processes can give you peace of mind that we are taking the best care of your users.

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Customer stories

How businesses have transformed their operations with Wavenet.

“The relationship stretches back over a decade, during which Wavenet has progressed from supplying relatively simple break-fix telephony services to the operation of a full IT service desk, which combined 25% cost savings with improved SLA delivery.”

Costain (construction)

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“Wavenet was selected as the provider of choice, scoring particularly highly on both quality of offering and cost. The winning proposal was Wavenet’s SIAM solution, with Wavenet performing as well as running the primary IT service desk”

Community Healthcare Provider

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