Support

IT support
Service Desk


Our Service Desk is a state-of-the-art operational delivery and service management hub, supporting organisations around the country, around the clock. 

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.

It's also ISO 9001 Quality Management accredited.

End user support

Our Service Desk is a single point of contact for end users needing IT support.

With over 4,000 calls every month, first, second and third line analysts provide a full range of support services, and consistently achieve over 95% of its First-Time-Fix, Response Time and 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 and management of security systems, network infrastructure, telephony, server and data backups using highly intuitive support tools alert Concorde analysts to potential incidents in advance of impact to the customer.

Our Professional Services team are responsible for delivering, designing and implementing IT solutions to a wide range of companies and are based at the Customer Service Centre. The 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

Our 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.

Engineer vehicles also have tracking devices in them to help quickly and easily assess their location and arrival times.

Exceeding expectations

The integrated approach we take to provide IT consultancy, maintenance and support ensures a co-ordinated customer service delivery, strong forward planning, minimal disruption and fast issue resolution.

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

Our fully integrated approach delivers a painless transition, with end users experiencing a service that exceeds their expectations; a service that is built upon our company's commitment to delivering value assurance and continuous efficiency improvements from a Customer Service Centre that is scalable, flexible and customer service focused.