XMA Service Desk
Our Service Desk solution is designed to optimise your end-user support, enhance user experience, and reduce overheads.
Are you struggling with:
- Struggling to scale IT support during peak demand?
- High costs for after-hours or specialised IT support?
- Difficulty maintaining in-house expertise for all your users’ technologies
- End-users frustrated by slow response times and inconsistent support?
- Ensuring seamless IT onboarding and offboarding for starters, leavers, and movers—especially with remote and hybrid workforces?
XMA understands these challenges. Our Service Desk solution is designed to optimise your end-user support, enhance user experience, and reduce overheads.
Why Outsource Your Service Desk?
Outsourcing all (or part) of your service desk to XMA liberates your internal IT teams, allowing them to focus on strategic initiatives and core business goals. Instead of managing the day-to-day complexities of user support, your IT resources can drive innovation and growth.
Our flexibility means you’ll never have to worry about scaling up or downsizing. We’re dynamic, giving you as much support as you need, when you need it. No more fretting about overhead costs at peak demand.
In addition, our ITIL V4-aligned service desk expertise ensures your users receive top-tier support, contracted to deliver against agreed targets and outcomes. Our team of seasoned IT professionals brings a wealth of knowledge and diverse skill sets to the table. This means faster issue resolution, improved service levels, and enhanced user satisfaction – all while reducing your operational costs. XMA’s service desk is your pathway to a more efficient, effective, and cost-conscious IT support strategy.
24/7 IT Service Desk
Scalable, expert-led support whenever your users need it.
Multi-Channel Support
Phone, chat, email, and self-service portal for simple access.
Cost-Efficient IT Support
Reduce overheads while ensuring specialist knowledge is always available.
Flexible Commercials
We provide a range of flexible charging models that can be tailored to meet your specific needs
Flexible & Scalable Solutions
Regardless of size or sector, we have a Service Desk solution that will work for you
Service Delivery Management
Your named service delivery manager will act as your trusted advisor, ensuring optimal service delivery and strategic alignment.
Enhanced User Experience
We ensure your business is productive as possible via fast and effective issue resolution whilst delivering a positive user experience. We also track and measure satisfaction and user experience allowing us to continually improve.
Quality Management
We go beyond basic user satisfaction by analysing ticket quality, adherence to knowledge base articles, and overall service delivery performance.reduce volumes with a dedicated account manager
Service Overview
Our ISO 20000-1 and 27001 accredited Service Desk, providing remote support from our UK Mainland service centres.
Our capacity? Last year we handled over 300,000 tickets supporting more than 70,000 users across all sectors and technologies 24/7, 365 days a year, providing the expertise and scalability you need to deliver exceptional support experiences whenever you need them.
Key Benefits & Features
Experience the XMA difference with these key advantages
Simplify Support
We provide a single point of contact for your users, streamlining ticket management and resolution 24/7.
Empower Users
Our self-service portal and intelligent automation tools give users the information and resources they need to resolve issues quickly.
Proven Track Record
Our experience delivering service desk solutions at scale, across the UK public and private sector, means you can trust us to meet your needs.
Security First
Overseen by our dedicated security practice and operating under our Cyber Security Plus and ISO27001 accreditations we ensure your data is safe and protected.
Peace of Mind
Our pod-based approach gives you the quality of a dedicated desk whilst giving your business the scale, resiliency and commercial benefits of our wider team.
ITSM
Utilise our state-of-the-art ITSM platform for streamlined ticketing and management. Or continue to work out of your own ITSM tool with seamless integration into our system .
Flexible Ticket Management
We offer a range of ticket management options, from end-to-end handling and ownership to logging and escalation services.
Established Supporting Functions
Access our major incident, change, and knowledge management expertise.
Improve User Experi
We actively monitor and track user satisfaction to ensure a positive experience.
Download our comprehensive datasheet for a deeper dive into our service desk features and benefits.
Testimonials
Hear what our clients have to say about partnering with XMA for their service desk needs
We’ll help you create a solution that elevates your user experience, streamlines support, and reduces costs.
Let’s Talk
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