Tel: Glasgow 0141 840 6860 or London 0207 873 2268

Infrastructure and Network Services
"IRW were always amenable to late changes, and client requests were always dealt with in a courteous and "can do" manner. We will definitely be considering IRW for future projects."

Current Location in website:

IT Service Desk Facilities

Our unique and flexible helpdesk programme provides a range of levels of operational support and expertise, tailored to the specific information technology and ICT needs of your organisation.

We operate a fully manned helpdesk facility based in our premises. This helpdesk can be available up to 6 days per week with a maximum coverage period of Monday - Friday 07.00 - 20.00 and Saturday 10.00 – 12.00. Further arrangements can also be made to provide coverage beyond these periods.

We use experienced permanent support staff to operate our helpdesk, using our proven Intranet-based helpdesk system to log and track calls and issues. Our staff have the following typical profile:

Qualified to Degree, MCP levels or equivalent
Proven telephone and helpdesk skills
Minimum of one year’s experience

Currently there are up to 10 staff manning the desk, depending on the time of day, service levels and volume of calls. They have supported UK-wide applications on a first and second level basis for over 10 years and provide various levels of support through to on-site attendance.

Common IT Issues resolved on a remote or telephone support basis daily:

Email /Printing
File / Shared Data Access
System or Application Errors
Internet Sites / Services
Spyware / Virus / Spam related
Hardware Support
Wireless Application / Device Support for Mobile users

If you are looking to outsource your service desk or are unhappy with your current service of supplier, IRW are more than happy to discuss your requirements going forward.

Please contact us on enquiries@irw.co.uk Tel: 0141 840 6860 (Glasgow) or 0207 873 2268 (London)