Global Service Desk
Proactive IT and technical support customised to your requirements
Access expert, engineer-led, 24/7 remote Global Service Desk support with additional on-site support capabilities. We’ll tailor a solution to meet your requirements.
Global Service Desk Solutions
Maximise uptime, improve user experience, and alleviate pressure on your technical resources with our Global Service Desk solutions. Your requirements and uniqueness are at the centre of our tailor-made solutions. We’ll ensure you get the level of support you need with optimised returns.
Your team and operations are already on the back foot when you have to deal with problems after they arise. We drive a proactive and sustainable approach to solution delivery that aims to prevent problems in the first place.
24/7 Access to Qualified Engineers
Your scope is our scope, so we’re always there to support and recommend initiatives that improve and update your IT infrastructure, application stack, and technical know-how.
Our clients have trusted us for over a decade to provide scalable Global Service Desk solutions. These relationships span the globe with our qualified engineers making an impact 24/7/365.
While we support companies in all industries, we offer specific expertise in the life sciences sector where we help our clients navigate increased operational complexities, evolving regulatory demands, and the transition to data-driven technical support processes.
Improve IT Management in Your Organisation
What do you want to achieve:
- Optimise uptime through fast incident response, proactive monitoring, and continuous improvement.
- Increase the expertise and diversity of skillsets within your existing and extended team.
- Increase productivity, operational excellence, and employee satisfaction via real-time support, actionable insights, and continuous improvement monitoring.
- Ensure regulatory compliance based on industry best practices by utilising the knowledge and experience of qualified engineers.
- Enhance cybersecurity across application layers, policies, and processes through technology, procedures, staff training, and, in some situations, the implementation of specialist Security Operations Centre (SOC) solutions.
- Improve cost-effectiveness across IT operations via license optimisation, cloud solutions, resource planning, and situation-based recommendations.
- Technical support for your digital transformation strategies and objectives, including data management and processing, AI, automation, and paper-to-glass initiatives.
Arrange a Consultation
Global Service Desk Expertise and Capabilities
On-Site and Remote
We use the latest technologies to provide remote support at the point of need, from self-service support to engagement with a highly skilled engineer. You can also benefit from our on-site support, where our experienced engineers can augment your current team or become your on-site resource where none currently exists.
24/7/365
Our engineers are based in Ireland and New Zealand giving us follow-the-sun capabilities. Wherever your teams are located, whatever time of day, whatever day of the year, they will have access to expert technical support.
Qualified Engineers
When it comes to the delivery of Global Service Desk solutions, we believe practical knowledge, experience, and expertise are essential. As a result, the technical support you receive, on-site or remote, will be delivered by qualified, skilled, and experienced engineers. All our engineers are certified to deliver technical services in compliance with ITIL standards.
Pharmaceutical Expertise
We can provide Global Service Desk solutions to companies in any sector, but we have specialist expertise in the pharmaceutical industry. This includes IT expertise as well as expertise in the technologies, applications, and equipment specific to pharmaceutical laboratories and production lines.
Continuous Improvement
We utilise the ITIL Continual Service Improvement (CSI) model to deliver continuous and effective service improvements based on actionable insights. Our structured approach involves detailed reviews and evaluations before planning and implementing improvement initiatives.
Other Features of Our Global Service Desk Solutions
- Proactive and preventative approach to service delivery
- Wide range of skills
- Multilingual engineers (European and APAC languages)
What We Do
- Project management
- SOPs creation, review, and updating
- Incident response and problem resolution
- Backup and disaster recovery processes and systems
- Knowledge management
- Onboarding, offboarding, and provisioning
- Self-service capabilities
- Reporting
- Proactive monitoring
- Access management
- System controls
- Compliance support
- Training
Tailored Global Service Desk Solution
Whatever scale of support you require or problem you want to resolve, the starting point is a consultation with a member of our team so we can get a better understanding of your needs. Contact us at Westbourne today.
Global Service Desk FAQs
Who will be responsible for providing us with support?
At Westbourne, we believe it is essential that our people fully understand the IT systems and processes that we support, so all members of our Global Service Desk team are qualified engineers. Our two main bases of operation in Ireland and New Zealand also give us broad multilingual capabilities, improving the standard of service even further.
What are the key metrics for success?
Monitoring and reporting are crucial elements of our Global Service Desk solutions, so we will provide you with information on common metrics such as uptime, ticket volumes, and ticket response time. We also place significant emphasis on user experience to ensure users are as happy and productive as possible.
How can we reduce the number of tickets being submitted?
Reducing the number of tickets being submitted will make your IT function more efficient while also improving the experience of users. There are several strategies that we can use including conducting a health check of your IT infrastructure, providing staff with training, and taking a proactive approach to solution delivery where we seek to identify and rectify issues before they occur.
Pharmaceutical Digital Transformation
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Pharma Lab and Manufacturing
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On-Site ICT
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Validation
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Global Service Desk
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