Tier model
Clear responsibilities for self-service, first line, second line and specialist teams.
Service offering
Service desk modernisation
IT help that staff can find themselves, with people ready for the requests that need them.
We redesign how staff get IT help: a tiered support model, a self-service portal and knowledge base, and routing that moves common requests to first line or self-service. Satisfaction and resolution measures are reviewed monthly with the service owner.
Self-service and knowledge content is written in Arabic and English, and support hours follow your working week and Ramadan timings.
What we deliver
Self-service and knowledge
A portal and knowledge articles written for staff, based on the requests that come in most often.
Service measures
Resolution times, reopen rates and staff satisfaction reviewed monthly with the service owner.
Staff experience first
Changes piloted with real users and explained before they reach everyone.
Security without friction
Controls set to protect data without adding steps to everyday work.
When the service desk needs modernising
It is time when simple requests fill the queue and staff avoid raising tickets at all.
- Password resets and access requests make up much of the queue.
- Staff use email or calls because the portal is hard to use.
- Satisfaction is not measured, or is measured and ignored.
Talk to us about service desk modernisation
Share your constraints, compliance themes and timeline. We will return a phased approach, a staffing model and a risk register for your stakeholders to review.