Introducing NVT Group Service Desk

Service Desk flag

NVT Group Service Desk is at the heart of our Managed IT Support Service delivery. It is your go-to place for all your day-to-day IT support needs.

Service Desk is resourced by our team of customer service representatives, systems engineers and senior technologists.

Service Desk follows ITIL best practice and is subject to robust continual improvement processes to help ensure high service standards.

A team which you know and which knows you

One of our objectives is to make your Service Desk experience as personalised and personable as possible. Our aim is for your users to get to know our team as well as we do, while our team gets to know your users as well as you do.

To achieve this, at the commencement of your Managed Service contract, we assign a specially dedicated support team to your business.

Your users will get to know everything there is to know about the people in that team, including their names, their IT specialisms and maybe even their favourite movies.

That means your users will always hear a familiar voice – or see a familiar face – whenever they ask for support. It makes it easy to develop a rapport, which also helps build trust.

On the other hand, our team will get to know your users’ needs intimately and that insight will enable them to provide a much more responsive service.

Our way is the “Hi” way

As a user, to get someone in your dedicated Service Desk team to start solving your IT problem, all you have to do is Say “Hi”.

You can do so using whatever method is most convenient, whether that is by telephone, by e-mail, or through the ServiceNow web portal. We will respond to you straight away to let you know that your support ticket is logged with us and then one of the team will get back to you within a pre-agreed timescale.

If an issue escalates from 1st to 2nd or 3rd line support we will keep you informed, so there is never any mystery and you can rest assured that we are working hard to solve your issue as quickly as possible.

Talk to us about your Managed IT Services requirements

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