Global Service Desk
Proactive IT and technical support customized 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
Maximize 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 optimized 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 Organization
What do you want to achieve:
- Optimize 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 utilizing 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 Center (SOC) solutions.
- Improve cost-effectiveness across IT operations via license optimization, 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 utilize 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.
ValGenesis FAQs
How does ValGenesis support regulatory compliance in the pharmaceutical industry?
ValGenesis is built with compliance at its core. The suite of products provides electronic records and signatures that are 21 CFR Part 11 and EU Annex 11 compliant, as well as full audit trail functionality and validation-ready configurations. By digitalising and automating validation, quality, and risk management processes, you can reduce manual errors, maximise data integrity, and ensure real-time traceability.
What ROI can we expect from implementing ValGenesis compared to traditional paper-based validation?
With expert support from Westbourne and the industry-leading ValGenesis platform, you can expect to see significant ROI through time savings, cost reductions, error reductions, and faster product launches. For example, the ValGenesis software suite lets you automate workflows to eliminate manual processes and redundant documentation. This can reduce validation cycle times by up to 50%. And by centralising data, you can minimise compliance risks and costly regulatory breaches.
Can ValGenesis integrate with our existing systems (ERP, MES, LIMS, QMS)?
Yes, the ValGenesis suite of products offers seamless integration capabilities with leading ERP, MES, LIMS, QMS, and other enterprise platforms. At Westbourne, we provide the technical expertise to ensure the successful integration of ValGenesis products across your technology stack. This ensures smooth data flows while eliminating data silos and entry duplication.
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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