Service desk with a difference

If your service desk is becoming overloaded with support calls from your clients’ remote workers, or they need the support of a professional service desk, then look no further.

Our UK-based service desk puts highly skilled support personnel at your disposal, ready to take the strain.
Our approach is to build genuine partnerships that add value to the service your provide to your clients, allowing you to focus on developing a more profitable strategic relationship with them. Overflow support when needed or a dedicated 24/7 helpdesk service you can trust. You choose.

We can also assist with staging, on-site installation and ongoing maintenance, if that’s what your clients need. Dedicated or shared, office hours or 24/7/365, we deliver a bespoke service with SLAs to meet expectations, whether you want 1st, 2nd or 3rd line support.

The bedrock of our service includes:

  • Unlimited phone & email support within agreed hours
  • 1st, 2nd and 3rd line level service desk
  • On-site engineering available
  • Hardware support available
  • 3rd party pass through

Fully managed remote monitoring

You can also combine a suite of services that reflect the needs of your clients. Typically, our fully managed service will include remote monitoring, preventative maintenance, device optimization, and other services that mitigate the risks associated with technology failure.

Available channel partner support packages

Dataquest Channel Partners offers three levels of service, all shaped by decades of understanding the challenges your customers face and the most appropriate response levels to keep them productive and enhance your reputation. Choose from:

Gold Service Desk

  • Desktop Application Set-Up & Configuration
  • Application fault diagnosis & remote repair
  • Office 365 & core Microsoft Office Support
  • Windows Server – all editions
  • Virus support & back ups
  • Domain/AD user account and permissions
  • Domain / AD file & print sharing
  • Hyper-V and VMware Issues

Platinum Service Desk

All features of the Gold package plus:

  • Patches & updates
  • Asset management
  • Managed AV software
  • Backup management
  • Hardware monitoring
  • Software auditing
  • Policy & hardware lockdown
  • Integrated global connection
  • Shadow and background changes
  • SNMP logging servers
  • Client software deployment platform

Platinum PLUS Service Desk

All features of Platinum package plus:

  • 24/7/365 availability
  • Single ‘pane of glass’ management for all IT assets
  • Central reporting
  • Monitoring & management of the IT environment
  • Automated manual tasks for desktops, servers, & networks
  • Device self-healing
  • Multi office environments & mobile workers
  • Virtual IT manager
  • Proactive service desk
  • Quarterly site visits (Conditions apply)

Levels of support explained

1st Line support

Accurately logging calls of initial incident, capturing all information and data from the customer, fixing simple problems or general ‘how to’ questions within Office applications.

2nd Line support

Fixing advanced features within Office applications and desktop operating systems. Basic server functions, such as password resets, creating new users and printer issues. Research and investigation is required at this level. Remote access may also be required.

3rd Line support

Advanced problems within desktop operating systems and all features within server operating systems. Research and investigation will be required at this level which can take time. Remote access or physical access to the site may be required at this level.

Get in touch

For further information about our services and products, please get in touch with us, and one of our experts will be able to help get your quest on the way for better business performance.

E: [email protected]
T: +44 (0)203 102 7072

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