Global IT Helpdesk from Cardonet IT Services

Global IT Helpdesk

We deliver a remote global IT helpdesk function that provides reliable, ITIL aligned 24/7 support and service for your team and infrastructure.

As your operation spans multiple geographies and time zones, it is often a challenge to provide the consistent technical assistance that your team can rely on. Employing a global IT helpdesk plays a critical role in maintaining your business operations by resolving IT-related issues efficiently and effectively.

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Global IT Helpdesk Priorities

The key priorities of a global IT helpdesk include:

True 24/7 Support and Coverage - Your team needs to have people available to help whenever things go wrong technology wise.
Complete Incident Management - Our team will quickly identify, categorise, prioritise, and resolve IT your issues.
Effective Service Request Fulfilment - We will handle your team's requests such as software installations, access permissions, and hardware support.
Service Experience and Team Productivity - We are there to minimise downtime and ensure your team receive fast, effective support so that they remain happy and productive.
Reliable Security and Compliance - Our team will ensure that your IT policies are followed, protecting against cybersecurity threats, and help maintain your regulatory compliance.
Effective Knowledge Management - We develop an in-depth knowledgebase with live network diagrams that documents your environment, notes common issues and solutions to improve efficiency and reduce repeat problems.
Managed Self Service and Automation - Giving your team the tools and knowledge they need to self-serve and overcome their IT challenges.

Global IT Helpdesk Benefits

Deploying a global IT helpdesk delivers a number of benefits, including:

Increased Efficiency

The introduction of standardised processes to reduce resolution times and improve consistency.

24/7 Support

Having support availability around-the-clock will benefit your distributed teams and ensure faster response times to incidents.

Cost Savings

Centralising and outsourcing IT support can lower operational costs compared to multiple regional teams.

Professional Toolset

An experienced global IT helpdesk will have a suite of proven enterprise-grade tools, such as ITSM, at their disposal.

Proactive Problem Resolution

Monitoring and analytics help identify recurring issues and prevent future disruptions.

Scalability

By design, the IT helpdesk will be designed and structured to cater for growth without major disruption.

Better User Experience

You enjoy faster response times and self-service options that enhance your team's satisfaction.

Improved Cybersecurity

We have deployed robust cybersecurity measures and our team follow strict cybersecurity best practise.

Best Practise

Standardised policies ensure compliance with regulations and best practice.

Essential Global IT Helpdesk Tools

As part of our service, we will need to deploy the follows tools to allow for an effective service:

Ticketing and Incident Management System - To manage and track and manage IT issues, ensuring prompt resolution.
Remote Support and Troubleshooting Tools - To allow our IT support team to resolve issues without being physically present.
Monitoring Tools - To be proactive, we need to deploy tools to monitor your technology infrastructure.
Communication and Collaboration Tools - To allow us to seamlessly communicate and interact with your global team.
Knowledge Management Systems (KMS) - To reduce repetitive tickets, we will maintain a robust self-service knowledge base.
Automation - To improve our efficiency and effectiveness.
Analytics and Reporting - Tools to run effective reports and obtain key performance insight.

How we can help you

By partnering with us, you gain a trusted technology partner with a deep understanding of delivering a proven global IT helpdesk service at scale.

As part of that offering, we will:

Carry out a thorough onboarding and Gap analysis.
Deploy a robust technology toolset.
Deliver a service that is ITIL aligned and follows ITIL best practise.
Be available 24/7, with ample capacity to handle your demand peaks.
Centralise and standardise processes, defining clear workflows.
Provide access to a range of channels to interact with us on - live chat, email, portal and phone.
Create an in-depth knowledgebase of your systems, setup and dependencies.
Create a live network diagram of your network.
Provide for self-service wherever safe and practical to do so.
Continually invest in and train our team.
Deploy automation to improve service where it can have the most impact.
Constantly monitor and regularly report on our performance.
Work to agreed SLA, with first response time, mean time to resolution and user satisfaction all recorded.
Put cybersecurity first, with a zero-trust model, industry compliance model of service delivery.

With our expertise and deep understanding of global IT operations, we are well placed to hep deliver the remarkable IT service that your team demands and your distributed operation needs.

Deploy a global IT helpdesk for true 24/7 support for your operation.

Our proven team will help you overcome your technology challenges.

Talk to an Expert Get a Quote

Global IT Helpdesk Considerations:

A centralised (single uniform platform) or decentralised (multiple local platforms) support model.
A follow-the-sun or a shift pattern for different time zones.
ITIL framework alignment and best practise.
IT service management platform, IT helpdesk tools and automation.
Data security and compliance - Global regulations.
Cybersecurity considerations.
Incident response and disaster recovery plans.
Self-service and knowledgebase availability.
Multi-channel support and what suits your operation best.
Service Level Agreement (SLA) and performance metrics that are important to you.
Ability to seamlessly scale.
The use of automation to improve service.
Continuous development initiatives.
Training and development.
Feedback and continuous optimisation mechanisms.

A well-structured Global IT Helpdesk enhances productivity, security, and user experience. Yourteam needs fast, people-centric support with self-service options and effective automation.

Allowing you to do more

Have less downtime and a more productive global team.
Given your team the true 24/7 support they need to excel.
Enjoy proven cost savings by adopting an outsourced helpdesk model.
Better resource your IT operation.
Get insight into where you need to invest to improve performance.

Enjoy lower IT and cybersecurity risk.
Benefit from global IT compliance management.
Have faster responses and recovery from incidents.
Better ensure your business continuity.
Gain a competitive advantage.

Testimonial

"The Cardonet team are a pleasure to work with. They understand our technology and know what good customer service looks like."

University Arms Hotel

Awards

Service Desk Industry Best Managed Service Provider 2018 Cardonet IT Support

Accreditations

Our Commitments

Our Team

We employ friendly professionals who have well-rounded experience, the ability to work in a team and a desire to be helpful.

Our Processes

We continue to invest in our systems and have the standards in place for effective, streamlined and consistent service, customised to meet your needs.

Our Mission

We are dedicated to providing remarkable IT services that improves your performance, increases your productivity and protects you.

Our Promise

We value long-term relationships built on trust. To achieve that, we deliver fully supported vendor neutral solutions that are essential and reasonably priced.

Trusted to deliver expert IT Services by

Hilton Doubletree Hotels IT Services Partner

Hong Kong Tourist Board IT Services Partner

Book your Free IT Cost Review

Do you feel that you are paying too much for your IT or feel that you are not enjoying good value from your investment? That could be the cost of your:

IT Department Headcount
Outsourced IT Support Provision
Infrastructure and Hosting
Vendor Relationships and Licensing
Communications
Connectivity

Our senior team will use their deep industry knowledge and experience to provide you with a free, independent analysis of your IT delivery and costs.

Now is the time to seize the opportunity to review, rethink and reduce.

Book your IT Cost Review today

IT Outsourcing Due Diligence Checklist pdf Download

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