New Trustmarque and Ultima Business Solutions have completed their merger, officially joining forces to lead the future of IT services.

Service Desk

Reliable support that keeps your business moving

When employees can't access the tools they need, productivity slows and pressure builds across the organisation. A modern service desk should do more than resolve incidents. It should help people stay productive, reduce disruption, and create a better technology experience every day.
 
Our Service Desk combines experienced support professionals with modern IT service management capabilities to deliver responsive, efficient support across your organisation. Whether you need cover during business hours, out-of-hours support, or a fully managed 24×7 operation, we'll help you provide consistent service to your users.
 
iStock-1197257945

A service desk designed around your needs 

Every organisation operates differently. That's why our Service Desk provides flexible operating models and support arrangements that can adapt as your business evolves.
 
Choose the level of support that's right for your organisation, from a shared service that delivers cost-effective expertise to a dedicated team built around your environment and users. For organisations that need the best of both approaches, our hybrid model provides additional flexibility and scale.

What you can achieve

Improve the employee experience

Provide users with a consistent, responsive support service that helps them return to work quickly when issues arise.

Reduce avoidable support demand

Using automation, self-service capabilities and service improvement insights, we help reduce recurring issues and improve first-contact resolution rates.

Scale without increasing overheads

As demand changes, your support capability can scale with it. Our shared and hybrid models help accommodate peaks in activity without the need to recruit additional internal resources.

Gain greater operational visibility

Track performance, service trends and user demand through regular reporting and dashboards, helping you make informed decisions about service improvements.

Flexible service models 

 

Shared

Access experienced service desk professionals, proven processes and modern tooling without the cost and complexity of building and managing an in-house function. We manage resources, operations and continuous improvement while delivering a consistent experience for your users.

Dedicated

Build a service tailored to your organisation with a dedicated team that develops a deep understanding of your environment, processes and support requirements. Whether located within your organisation or one of our service centres, your team becomes an extension of your business.

Hybrid

Combine the familiarity and knowledge of a dedicated team with the flexibility and resilience of a shared service. This approach allows support capacity to flex as requirements change while maintaining continuity for your users.

Supporting your wider IT strategy 

The service desk often sits at the centre of the employee technology experience. Our Service Desk integrates with broader managed services, helping ensure incidents, service requests and operational issues are routed efficiently to the specialist teams responsible for supporting your environment.
 
For modern workplaces, support extends beyond resolving tickets. By combining service desk capabilities with workplace and managed services, organisations can improve user satisfaction, simplify support processes and strengthen operational resilience.
People Looking at Laptop

Technology that enables better service

We use leading service management and contact centre technologies, including ServiceNow and Bright Pattern, to help improve service delivery, streamline workflows and provide better visibility into support operations.
 
The result is a service experience that is efficient for support teams and straightforward for end users. 
 

Who is it for?

Our Service Desk is well suited to organisations that:
 
  • Need reliable IT support without expanding internal teams
  • Operate across multiple locations or time zones
  • Require consistent service levels across a large user base
  • Support business-critical or 24×7 operations
  • Need to balance service quality with cost control
  • Are growing and need support services that can scale with them
 

If you're looking for a service desk that combines proven processes, flexible delivery models and experienced support professionals, we'd be happy to help.

Speak to our team