---
title: "24/7 service desk"
description: "User support by phone, email, chat and portal, around the clock, with first contact resolution and named escalation to senior engineers."
url: https://www.expandware.com/services/managed-it/service-desk/
section: "Services"
topics: ["Managed IT", "ITIL 4", "ISO/IEC 20000-1", "ServiceNow", "Jira Service Management"]
publisher: "Expandware Private Limited"
---

# 24/7 service desk

User support by phone, email, chat and portal, around the clock, with first contact resolution and named escalation to senior engineers.

A service desk that fixes things.

A service desk is where users decide whether IT works. Ours is staffed by engineers who can resolve the request rather than log it, with access to the documentation and tools of your estate and an escalation path to senior engineers for anything beyond them. Requests, incidents and changes are handled in a service management system you can see, against response targets agreed for each priority.

Where it usually starts:
- Users wait days for simple requests, or stop raising them at all.
- The internal IT team spends its time on password resets instead of projects.
- Support stops at the end of the working day, while the business does not.
- Nobody can say how many tickets were raised last month or how fast they were resolved.

What is included:
- Multichannel support: Phone, email, chat and a self-service portal, answered by engineers.
- Incident and request management: Priorities, response targets and escalation defined per client.
- Remote resolution: Secure remote support for desktops, laptops, mobiles and applications.
- Joiners, movers and leavers: Accounts, licences and devices provisioned and removed on schedule.
- Knowledge base: Documented fixes for your estate, shared with your users where it helps.
- Reporting: Volumes, resolution times and satisfaction, reviewed monthly.

Where it sits: In the managed IT architecture, the service desk is where your people meet the rest of the service: users reach it by phone, email, chat or portal, and it draws on endpoint management, the productivity platform and monitoring to fix what they report.

Decisions to settle early:
- Full desk or overflow. Some organizations hand us every request; others keep a first line and send us out of hours and overflow work. Both run in one ticket history.
- Which tool runs the desk. We can work in your service management system or provide one. Staying in yours keeps your history and reporting continuous.
- What the desk may change. Engineers resolve faster when they can act, but some changes need your approval. The service catalog sets the line.

How the work runs: Onboard, Estate documented and tools connected. Support, Requests resolved by engineers. Escalate, Named senior engineers for complex issues. Improve, Recurring issues fixed at the root.

How it is bought:
- A fixed-fee assessment: We review ticket history, current tools and how requests flow today, and agree priorities and response targets with you. You receive an onboarding plan and a fixed price for transition.
- A fixed-price build: Transition covers documenting the estate, connecting our tools, building the knowledge base and service catalog, and running alongside your team until the desk is ready to take over.
- Running it afterwards: The desk then runs on a monthly retainer against the agreed response targets, with a monthly service review and problem management for repeat faults.

Worked example, an it team buried in password resets. Say a professional services firm has a small internal IT team that answers every request itself. Projects stall, users wait, and support ends when the team goes home, while consultants work across time zones.
- Onboard: We document the estate, connect our tools to the firm's identity and device management, and agree priorities and response targets for each type of request.
- Support: Our engineers answer by phone, email, chat and portal around the clock, aiming to resolve each request on first contact.
- Escalate: Anything beyond the desk goes to named senior engineers, and changes the internal team must approve reach them with the context attached.
- Improve: Recurring issues are traced to their cause each month, and the internal team decides which permanent fixes come first.
At the end, users get help at any hour, the internal team works on projects again, and the monthly report shows what was asked for and how quickly it was resolved. (An illustration, not a client account.)

What you have at the end:
- Service catalog and response targets: What users can ask for, how each request is fulfilled, and the response target for each priority.
- Knowledge base for your estate: Documented fixes and procedures for your systems, used by our engineers and shared with your users where it helps.
- Onboarding and offboarding runbooks: The steps, approvals and checks for every joiner, mover and leaver, so access is right on the first and last day.
- Monthly service reports: Ticket volumes, response and resolution times, satisfaction and trends, reviewed with you each month.
- Problem records for recurring issues: Each repeating fault with its root cause and the permanent fix, tracked to completion.

Standards and platforms worked with: ITIL 4, ISO/IEC 20000-1, ServiceNow, Jira Service Management, Freshservice, Microsoft Intune.

Where it goes wrong, and what we design out:
- A desk that only logs tickets. A first line that cannot resolve anything just adds a queue. Our desk is staffed by engineers who fix the request on the first contact where they can.
- Knowledge that leaves with people. Fixes that live in one person's head have to be rediscovered. Every resolution worth repeating goes into the knowledge base for your estate.
- Repeat faults treated as new. The same issue logged weekly is a problem, not an incident. Recurring tickets are traced to their cause and fixed permanently.

What it changes:
- Faster resolution. More requests are fixed on first contact, because the person answering can fix them.
- Time back for your team. Routine support moves off internal staff, who return to the work only they can do.
- Fewer repeat incidents. Recurring issues are traced to their cause and fixed, not just closed again.

How you will know it is working:
- Users raise requests instead of working around them.
- Your internal team spends its time on projects rather than resets.
- The monthly report shows fewer repeat tickets for the same cause.
- Help is available whenever your business is working.

Who you work with:
- Service lead. Owns response targets, the monthly review and the improvement plan for your account.
- Service desk engineers. Answer users around the clock and resolve requests on first contact where they can.
- Senior escalation engineers. Take the issues beyond the desk and work with your internal team on changes.

What we need from you:
- Administrative access to the systems the desk will support.
- Your current ticket history, if you want trends from day one.
- The approvers for each type of request.
- An introduction to users explaining how to reach the desk.

Common questions:

Q: Is the service desk really available around the clock?
A: For clients on a 24/7 service level, yes, for incidents and urgent requests. Standard requests can follow your business hours if that suits you better; the hours are written into the agreement.

Q: Which ticketing system do you use?
A: Yours, if you have one, such as ServiceNow, Jira Service Management or Freshservice. If you do not, we provide one, and the data in it remains yours.

Q: Which languages do you support in?
A: English, and Urdu for clients in Pakistan. Any other language is agreed before the service starts rather than promised and then improvised.

Q: How do you know our environment well enough to fix things?
A: Onboarding documents your estate, your applications and your preferences into a knowledge base before the service starts, and every resolved issue adds to it.

Q: Can our internal IT team and your service desk work together?
A: Yes, and that is the most common arrangement. We agree which requests the desk resolves, which it escalates to your team and which changes need your approval, and both teams work in the same ticket history so nothing is lost between them.

Q: How do users contact the service desk?
A: By phone, email, chat or the self-service portal, whichever suits them. Every contact becomes a ticket with a priority and a response target, so a request made by phone is tracked exactly like one made through the portal.

Q: What is the difference between an incident and a service request?
A: An incident is something broken, such as a laptop that will not start or an application that is down. A service request is something wanted, such as new software, access to a folder or an account for a new starter. They are handled differently because the urgency and the approvals differ.

Q: How do you handle requests that need approval?
A: The approval route for each type of request is set out in the service catalog: who approves software purchases, access to sensitive systems or new devices. The desk routes the request to the approver, records the decision and fulfils it once approved, so nothing is granted on the strength of an email alone.

Often paired with: Device and endpoint management, Microsoft 365 and Google Workspace, Monitoring and network operations.

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