Service Desk

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What Does An IT Service Desk Do?

The primary role of an IT service desk is to serve as the primary point of contact for monitoring/owning incidents, addressing user requests and questions. As well as providing a communications channel between other service management functions and the user community.

The IT Service Desk will be your friendly, first point of contact for any IT related questions, problems or requests that you and your users might have.

When you call the IT ServiceDesk at Bluebell, you won’t speak to a ‘call logger’ or simply a voicemail system, you’ll get directly through to our IT support team. You’ll speak to a dedicated engineer who can quickly diagnose the issue and, where possible, resolve the problem over the phone without the need to escalate the call to a senior member of staff. We won’t simply leave you waiting for a call back later in the day. We’ll give you a named contact who understands you and your infrastructure. That will also genuinely care about your business and your users.


At Bluebell, we understand the importance of your IT system’s stability and the urgency that any issues with your system are resolved imminently. The remote support services that we offer allows our Technical Support Team to access your computers off-site and enable them to locate any problems with your system and resolve them as quickly as possible.

Bluebell will never force you to contact us through email or live chat. If you need us, please call. It’s that simple. We guarantee efficient, effective support and customer service from our Technical Support Engineers on the Service Desk. All the team follows ITIL standards to deliver the best service possible.

The Bluebell Service Desk is UK based and operational with 24/7/365 availability. Our Support standards and targets set out what service you can expect when logging a call with the IT Service Desk, whether it be a question or problem, or a request for assistance.

Service desk engineers are also tasked with carrying out daily system checks to make sure your network is running correctly and your data is backed up securely. Along with our monitoring and alerting systems we are always pro-active and one step ahead. Your organisation will also be assigned a dedicated IT account manager who will engage with you through regular service reviews.

To get in touch simply make a call, drop them an email or open a support ticket online via our customer portal.

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Our powerful service Management tools help:

·   IT teams manage incidents, events, problems, and service requests easily

·   Solve common user problems faster

·   Engineers accountability with a great solution for communicating with you

·   Tag issues to report, categorise, and track problems across tickets

·   Keep track of phones, computers, monitors, with built-in IT asset management tools

·   Manage and monitor your IT infrastructure and cloud services

·   Provide complete project management functions with milestone tracking

·   Gain insights into all areas of your business with data-driven reporting

·   Remove any bottlenecks when purchasing new equipment

Our Service desk team are here to work with you!

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