SPARK®
SERVICE DESK

The SPARK® Service Desk is a solutions-focused, UK-based service desk providing inbound technical support services. Staffed by IT professionals using ITIL and ISO best practice, the SPARK® Service Desk team has excellent communication skills via telephone, email and chat and will relieve your IT teams of end user and network monitoring services.

We offer unbeatable SLAs and exceptional always-on support 24/7/365, providing you with that important “always open” service. Designed to meet your specific requirements, we can offer a range of services from an “open all hours” answering service, through to a highly sophisticated Network Operations centre that can monitor and manage your systems.

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WHAT WE OFFER

WiFi SPARK operates a dedicated 24/7 call centre 365 days a year, providing technical support services to a varied array of business sectors. Our highly trained solution support operatives provide the highest-level of support and customer service, adhering to our company values, with a key focus on “Excellence of Service”.

SPARK® Service Desk will provide a customised support service desk experience, with dedicated contact routes for your service users to phone, email, or instant message. Answering the call as a member of your organisation and adhering to your company values and messaging.

Service Desk Services White Labelled Phone Calls
24/7/365 Escalations
Network Monitoring End-User Assistance
Service Requests Fault Reporting
Monthly Service Reports  

 

WHAT YOU CAN EXPECT

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<60 Second

Average call pick-up time

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<8%

Abandoned call rate

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>80%

First time resolution

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4.5 Minutes

Average call time

CONTACT ROUTES

  • Phone: Dedicated number answered as your organisation by professional service desk operatives, trained in your solution / services support.
  • Email: Email support ticketing services, (not white-labelled).
  • Support Portal: Online hub to create and track open tickets, (not white-labelled).

  • Instant Message: Chat service that can be integrated into your website, app or software, enabling instant message support.

SERVICE LEVELS

  • 1st Level Support: Customer orientated operative, able to support and assist with most common Service Desk requirements.

  • 2nd Level Support: Technically advanced operative with a balance of people skills and technical knowledge.

  • 3rd Level Support: This can either be outsourced to a solution matter expert within your organisation or a trained subject matter expert within WiFi SPARK, subject to extra charges.

White Labelling

As part of our service the SPARK® Service Desk can be a complete white label service with our operatives trained in your solutions, services, and organisational values.

  • Dedicated phone line
  • Answered as organisation
  • Dedicated product knowledge
  • Company values and messaging incorporated
  • Call recordings
  • Fully GDPR compliant
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We’d love to chat with you about how you’ll benefit from this service.

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Client Testimonials

“Ensign are passionate about developing partnerships with the best breed of industry leaders in order to share expertise and add further values for our clients. Ensign recognised the partnership with WiFi SPARK would be the perfect fit allowing us to create better venues and experiences for our clients and their customer base.”
…”Whilst the relationship between WiFi SPARK and Ensign is a new one, we strongly believe that this relationship will quickly become the core business model moving forward”

Stewart Edmondson Head of Marketing - Ensign Communications

INTERESTED IN USING OUR SERVICE DESK?

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