IT service desk support,
that keeps your team working
Quick, expert help that keeps your business moving.
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Flexible Operating Model
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1st Line to 3rd Line Support Capability
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Multilingual Service Desk
Changing IT support provider is a big decision, and we make the move as smooth and straightforward as possible. We start by getting to know your business, your people and the systems they rely on every day, then plan the handover carefully with you so everything keeps running while we take over. From your very first day with us, your team will have friendly, expert help whenever they need it, and a partner who’s focused on keeping your business moving and helping it grow.
What our IT help desk services cover
The Codestone service desk covers everything from a password reset to a server that will not come back up. First line takes the volume: access, accounts, devices, the software people use every day. Our second line team takes the problems that need investigating and the third line works on the infrastructure and server work that would otherwise sit on your most expensive person’s desk.
Coverage that matches how your business runs
Every business works differently, so we’ll help you choose the cover that suits yours, and you’ll only pay for what you need. Some businesses are happy with standard business hours, adding evening and weekend cover when it’s needed. Others rely on round the clock support to keep everything running smoothly overnight, and we can provide that too.
Each priority level comes with a clear, agreed target, and Codestone reports on our performance against those targets every month. It gives you complete visibility of the service you’re receiving and the reassurance that your support is always working just as it should.
Working alongside your own team
Many of the businesses Codestone supports have their own internal IT team, and we work alongside them to take the day to day interruptions off their plate. That gives your IT team the time and space to focus on the projects that really move your business forward, without being pulled away every time the phone rings.
In the first few weeks, we’ll work closely with your team to get to know your business and capture the knowledge they carry, so nothing important is left in just one person’s head. It takes a little of their time at the start, which is time well spent.
Features
IT Service Desk
Features
With flexible service levels, support options, and hours, our service desk team is here to add value to your business and users. We provide IT service desk support for both private and public sector organisations, across various industries, from SMEs to multinationals. Here’s a glimpse of why our customers choose our IT service desk:
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Flexible Operating Model
Codestone offer flexible support options tailored to your needs, whether it’s 24×7 coverage, daytime support, out-of-hours assistance during weekends, evenings, and public holidays, or any combination you require. Our services can be scaled to match the specific demands of your business.
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1st Line to 3rd Line Support Capability
From handling password resets and distribution list changes to providing advanced server support, we deliver the right level of support to meet your specific needs.
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Multilingual Service Desk
With multilingual capabilities in English, French, German, Spanish, Italian, and Polish, and more languages being added regularly, we ensure we can communicate effectively with you, no matter your language preference.
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Highly Skilled
Our highly skilled technical staff have a deep understanding of your technology environment. We support a wide range of key technologies and hold numerous vendor accreditations, ensuring we can effectively manage and optimise your IT systems.
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ITSM Agnostic
We take a flexible approach to ITSM tools, whether using yours or ours. We work with a variety of tools daily, adapting to your specific needs to ensure seamless integration and support.
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We Believe in Choice
Support tickets can be raised through self-service, email, phone, chat, mobile, walk-up, or monitoring alerts, allowing users to access support via their preferred communication method.
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Tier 4 Flex Days
Access IT consultancy through our Managed Service. Our flexible service days can be allocated to drive continuous improvement efforts and execute projects across your IT environment, ensuring your systems remain optimised and efficient.
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We're Human
We are a people-focused business, committed to supporting you with a dedicated team that genuinely wants to get to know you and your team.
IT Service Desk Overview
How We Operate
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When an issue is identified, either by the user or through real-time monitoring alerts, it can be logged using various channels such as Email, Phone, Self-Service, Chat, SMS, Walk-Up, or directly from the monitoring alert.
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A Service Desk analyst will either resolve the issue immediately upon first contact or log the ticket and assign a ticket number for further action.
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The issue will then be resolved or escalated according to predefined decision trees and escalation paths, either to an in-house 2nd or 3rd line engineer, the customer’s internal technical team, or a third-party resolver group.
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We will actively monitor the issue and keep you informed with regular progress updates. Live updates are accessible at all times through our customer portal.
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Following the resolution of an incident, we conduct a thorough quality control check to ensure that all aspects of the issue have been properly addressed and resolved. Or when appropriate…
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If a major incident occurs, we conduct a comprehensive post-incident review to analyse the event’s causes, response effectiveness, and overall impact. This proactive approach ensures continuous improvement and better preparedness for handling any future incidents.
Accreditations
Security and keeping things available
Patching, endpoint protection, backup and monitoring run as part of the service, so nobody has to remember to do them. Most security incidents Codestone sees in smaller businesses are simple: an unpatched machine, or a backup nobody had tested. Both are prevented by routine discipline.
We are ISO 9001 registered for quality management and ISO 27001 registered for information security. We also hold FSQS accreditation, the supplier qualification scheme many UK financial services firms ask for, and our projects are run to PRINCE2. That matters mainly because the process stays the same on the day everyone is busy.
Patching, endpoint protection, backup and monitoring run as part of the service, so nobody has to remember to do them. Most security incidents Codestone sees in smaller businesses are simple: an unpatched machine, or a backup nobody had tested. Both are prevented by routine discipline.
We are ISO 9001 registered for quality management and ISO 27001 registered for information security. We also hold FSQS accreditation, the supplier qualification scheme many UK financial services firms ask for, and our projects are run to PRINCE2. That matters mainly because the process stays the same on the day everyone is busy.
What it looked like for Jardox
We rebuilt their infrastructure as a hybrid setup with a server at each site, proper directory services, cloud backup and disaster recovery, then took on the day-to-day support through CloudCare, our managed IT service, which is the team that answers the calls. Their IT support manager, David Lingard, picked out the people over the infrastructure: “The Codestone CloudCare Support Team built our trust very quickly and have the confidence and knowledge to answer our questions promptly and efficiently.”
Trust is the right measure for a service desk. You can specify response times in a contract, but you can only find out afterwards whether people will actually ring.
Why Codestone
Codestone has spent 30 years implementing and supporting business systems, with service desk analysts and technical specialists behind the desk. That scale is why cover never depends on one person being in, which is the weak point of a small internal team and of a small provider alike.
We also implement and support the business systems sitting on top of the infrastructure, including ERP, so the awkward tickets that fall between an application and the platform it runs on have somewhere to go.
Common questions
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Will you support systems you did not install?
Yes, and that is the usual starting point. The first phase is discovery and documentation, and how long it takes depends on what already exists in writing.
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What response times can we expect?
Agreed by priority level and published monthly. We commit to targets we can hold every month, and the monthly report lets you check that we do.
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What does outsourced helpdesk support cost?
It is a fixed monthly fee based on your users, devices and the hours of cover you choose, so you know the cost before the month starts. Set it against what the same cover would take in hires, including holidays, illness and nights, and against the project time your own team gets back.
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Is it cheaper than hiring?
Usually, for coverage, because a single hire cannot cover holidays, illness or nights. It is rarely a straight swap though. Most businesses keep internal IT for the work that needs business context and use us for volume and out-of-hours.
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How does handover work?
In stages. We document the environment, take on first line while your team stays close, then extend once tickets are flowing properly. Moving everything on a single date is how detail gets lost.
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What if we only need out-of-hours cover?
That is a common arrangement. Your team keeps the working day and we pick up evenings, weekends and holidays, which is often the most valuable part for a small internal team.
New Customers
How do we on board you
as a new customer?
We follow a straightforward process to ensure a smooth and hassle-free transition:
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Select the Onboarding Team
Select the onboarding team, made up of service management, technical specialists, and engineers who will coordinate the switch from one service desk to another. For organisations with a large IT estate, multiple locations, or high ticket volumes, we may also assign a dedicated project manager to oversee the onboarding process, ensuring everything runs smoothly.
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IT Audit
We collaborate closely with you, key stakeholders, users, and third-party suppliers to gain a comprehensive understanding of your organisation’s IT environment. This audit covers everything from hardware, applications, and servers to users, groups, access, licensing, and identifying risks and vulnerabilities. This thorough assessment ensures we have all the necessary information to deliver the service that meets your specific needs.
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Analysis
Using the information gathered from the audit, we develop a comprehensive plan for transitioning to your new IT service desk services. This involves selecting the appropriate tools, determining the best approach, such as a phased migration, and setting up necessary checks to ensure a smooth transition. We also agree on timescales to ensure a successful service launch. Additionally, we explore opportunities to drive efficiencies and optimise the overall process for your organisation.
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Implementation
We set up your service desk by adding users and assets, creating process documentation, and providing training to your team. We establish communication channels, configure VPN connectivity, and test backup procedures. Once everything is in place, we communicate the new support processes to all users, ensuring the service is ready to go live.
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Assessment
This marks the beginning of our ongoing review of IT service delivery. We evaluate the implementation process, test service levels against SLAs, and monitor performance. Regular communication with all parties involved helps us identify opportunities to improve efficiency and provide further recommendations for optimising the service.
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Service Launch
The service is launched, and we transition to ongoing account management, handing over to our support team. This process includes regular meetings, reports, and reviews to ensure the service meets your expectations and adapts to your organisation’s evolving needs.
