IT Support

Customer Services Centre (Service Desk)

The main Concorde Customer Service Centre, based in the UK, is a state-of-the-art operational delivery and service management hub supporting organisations around the county, around the clock. The Concorde Customer Service Centre is ISO 9001 Quality Management accredited.

The service desk and network operations centre (NOC), coordinate all aspects of Concorde Maintenance services such as proactive IT infrastructure monitoring, remote end user support, field engineer scheduling, nationwide parts logistics and offsite repairs.

End user support - a single point of contact for end users who need IT support.

Over 4,000 calls every month, first, second and third line analysts provide a full range of end user support services, consistently achieving over 95 per cent of its First-Time-Fix, Response Time, Fix Time metrics.

Service Centre analysts provide a fast, friendly and professional service that end users understand and appreciate.

System monitoring and management

The underlying health of cloud and on site IT infrastructure is critical to a company’s day to day operations

Proactive monitoring & management of the security, network infrastructure, telephony, server and data backups of customer IT estates using highly intuitive support tools that alerts Concorde analysts to potential incidents well before they impact the business.

Although often working at customer premises, the Concorde professional services team, responsible for delivering, designing and implementation services to a wide range of companies, are based out of the Customer Service Centre. The Professional Services team operates within the same governance approach as the service desk and network operation centre, delivering transition and project services within an ITIL and Prince2 framework.

Field operations

The Concorde field service operations team is based in the Customer Service Centre to ensure the fastest resolution time between an incident being logged with the service desk and the best suited engineer arriving on site to resolve a problem. Furthermore, all relevant incident data is routed to the engineer’s PDA, providing real time incident information.

Concorde has tracking devices in engineer vehicles to help quickly and easily assess engineers’ location and arrival times.

Exceeding expectations

The integrated approach Concorde takes to providing IT consultancy, maintenance and support ensures co-ordinated customer service, strong forward planning, minimal disruption and fast issue resolution.

Transition of a new service to a new service partner can be a costly, risky and a time consuming exercise: many customers simply stay with their current suppliers because of the perceived pain that transition can bring.

Concorde's fully integrated approach delivers painless transition, with end users quick to experience a service that exceeds their expectations: a service that is built on Concorde’s company-wide commitment to delivering value assurance and continuous efficiency improvements from a Customer Service Centre that is scalable, flexible and customer service focused.