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Service Desk

Excellence and stability with Advania’s IT service desk

Your people represent your greatest asset, your technology your greatest investment. It’s crucial to have capacity to meet the demand that grows where these two resources meet, and your service desk is the frontline between your technology team and your users. At Advania we provide award-winning IT service desk support to hundreds of organisations, whether you need dedicated, 24/7 support or an additional service to complement an existing team.


Embrace expert support with Advania’s IT service desk

You know your business better than anyone else, but there are times when it’s crucial to trust experts in other fields. You might need our service desk support to ease the burden on your IT team, or to align IT operations with evolving, strategic goals. You may be a Chief Information Officer or IT manager looking for the freedom and peace of mind that an outsourced IT service desk can offer. Whatever your need, we’ll deliver quality and expertise that you can rely on.

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See the benefits of an award-winning IT service desk

No matter the scale of your organisation or the focus of your need, the quality our teams bring to your operation remains the same. That’s because we know that for your business, your people are what makes you stand out – and it’s the same for us. Here are three foundations to Advania’s IT service desk that you can expect.

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Personalised support for your people

Your needs are not going the be the same as anyone else’s. That’s why our services can be tailored to meet your exact requirements. From around the clock first-line support to extended management of infrastructure, as well as on-the-ground services overseas, we can offer the best service desk provision for your organisation.

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Expertise with a focus on excellence

We’re an ITIL aligned and ISO certified service desk provider, and our service matches that recognition. The breadth and depth of our knowledge comes with a commitment to provide outstanding quality in our service, and our team leaders and engineers are focused on offering high-quality, customer-centric support to resolve your enquiries. This focus on quality resulted in our 2023 average “Overall Service” score of 96% (considered outstanding in the IT services industry) and 98% attainment on our P1 / Critical Time to Respond SLA. But we’re not content to just hit SLA; we strive to surpass them, leading to an average Incident Time to Respond in 2023 of just 1 hour.

Best-in-class service management

Our IT Service Management platform facilitates a world-class IT Infrastructure Library (ITIL) aligned desk, with all processes managed through ServiceNow.

How our IT service desk can help you achieve more

The best solutions are the ones designed specifically with you in mind. By taking advantage of our award-winning service teams, your end users and the constantly-changing technology landscape become one entity – working together to benefit your business. Whatever your need, we offer a commitment to quality that treats your challenges like our own and your enquiries as our top priorities.

Our breadth of knowledge and expertise gives you peace of mind

Entrusting your IT systems to an external service desk is not a decision that you can come to lightly. You need to know that your service desk provider has your best interests at heart and that they have the industry experience and expertise to back up their claims.

Here are just a few of the features that you’ll benefit from with our service desk provision:

  • Available as short-term, overflow, non-core working hours or a standard service
  • Flexible support and management providing dedicated, 24/7 coverage
  • Specialist engineers and account support offering first, second and third-line support
  • Dashboards and metrics personalised to your service 
  • Dynamic ticket management and cross-supplier liaison 
  • Cross-functional and cross-supplier reporting and management information
  • On-site teams available across the UK, with global on-site support offered through our partner network

In addition, our ITIL-aligned Process Management Team will ensure that everything we do is best practice, with industry-standard approaches to incident, request, change, knowledge, and problem management. We are proud of our ISO accreditations in service quality, data security and business continuity, giving you the peace of mind that comes with partnering with a trusted name.  

A world-class service desk through ServiceNow

At Advania, we use ServiceNow as our IT Service Management (ITSM) platform. We have invested heavily in its capabilities, with all our standard processes supported in the toolset and our own DevOps team also focused on ServiceNow. For you, here’s what that means:

A brandable web portal for all requests and tracking with options for custom workflows

Dashboards and reporting tools for each user

Interaction via email, phone or ServiceNow Portal

Extension of the solution into your internal IT team or resolvers (if needed)

By working with ServiceNow, we’re bringing to you a SaaS management tool among the very best in the world.

How our extended IT support prepares you for success

As one of the UK’s most trusted Microsoft Partners, we’re also perfectly placed to offer you support with your Microsoft 365 tools and cloud infrastructure, and your device and endpoint management. As your organisation evolves and your focuses grow, we can recommend onboarding applications and platforms, guide you through their deployments and support you through your development and transformation with our professional and managed services.

Shared service vs dedicated service: which desk is for you?

Our guarantee is to craft the best IT service desk solution that works for you, but it can be helpful to know what types of service desks are available. Here are two common service desk models that we offer, giving you a better idea of what you may need.

Dedicated service desk

  • Offers a personalised service tailored specifically to your business needs
  • Managed and staffed by dedicated engineers with an in-depth understanding of your business and expectations
  • Features customised greetings for users contacting the Service Desk, enhancing the personal touch and reinforcing customer intimacy

Shared service desk

  • Provides standardised services and processes for consistent and efficient outcomes.
  • Staffed by a shared pool of skilled Service Desk engineers who provide first- and second-line support
  • Ring-fenced option available for a more personalised service

An award-winning and trusted Microsoft partner

In the UK, Advania is a full Solutions Partner for Microsoft Cloud and an Azure Expert MSP. As the recipient of the Microsoft Partner of the Year for Customer Experience in 2022 and Partner of the Year for Education in 2023, we are among a global elite of managed service providers. For your business, your people make the difference. For us, it’s no different. Our successes are your successes, and with Advania you can trust you are gaining the best support and expert advice.

Azure Expert MSP

Entrust your service desk to a trusted name

Advania is an ITIL aligned, multiple ISO accredited service provider, with a robust commitment to governance and quality, offering 24/7 support and global coverage. Here’s why you can trust our experts:
  • Compliance with UK and EU data protection laws
  • Multiple ISO certifications
  • Aligned to the ITIL service management framework
  • Adherence to the PRINCE2 project management standard
  • Accredited supplier on the G-Cloud framework for public-sector projects
  • Stage 2 certified by the Helios Financial Supplier Qualification System
  • Cyber Essentials Plus certification
When you look for an IT service desk, you need to know you’re partnering with an experienced, reliable, and customer-centric service provider. That’s why we work so hard to achieve the standards that let you know you’re in the best hands possible.