We at Fuse Collaboration provide an UK based IT Service Desk function based on ITIL fundamentals. This enables us to provide efficient and professional support using our tailored incident management and request fulfilment processes.

Our IT Service Desk technical skills include:

  • SharePoint
  • SQL
  • Office 365
  • Azure
  • Skype for Business
  • System Center
  • Client and Server Support

All Incidents and service requests are managed through the Zendesk incident management solution which allows you to submit and track the progress of their support requests via Web, phone and email, and have a dedicated company knowledge base.

We can arrange support contracts along different models, depending on the client’s requirements:

Pay per incident: 

  • No monthly fee
  • Higher hourly/daily rate
  • No limits on number of support calls
  • SLA is best efforts only – contract customers have priority

Retained (fixed monthly fee + pay per incident)

  • Low monthly fee
  • Preferential rates
  • No limits on number of support calls
  • SLA guarantees response times

Fixed Price 

  • Monthly fee dependent on services supported and number of contracted hours
  • Covers a fixed amount of support hours per month
  • Proportion of any unused hours can be carried over
  • Usage above agreed level charged at higher rate
  • SLA guarantees response times with regular service reviews
  • Priority customers

Business Critical Only

  • Monthly retainer OR pay per incident rate
  • Business critical support only (service down)
  • Guaranteed response time (usually same or next business day, depending on location)
  • Highest priority