Managed Service Delivery

Get the right support for your IT infrastructure when you need it most.

Tailored support for your managed infrastructure services

We understand that making the leap to a managed service provider (MSP) is no small decision. It’s important to choose an MSP that not only gets you up and running smoothly but also offers personalized and thoughtful aftercare for your critical systems. Our service desk, Network Operations Centre and Service Delivery Managers provide support that suits your needs.

Service desk and Network Operations CentRe

Complete support for every contract

We include our service desk and Network Operations Centre with every contracted service. Both are available 24/7×365 for priority one tickets to address your critical issues no matter the day or time. You can rest assured that we’ll handle incidents in a transparent and timely manner.

Streamline service with our all-in-one customer portal powered by ServiceNow.

Secure working

The Network Operations Team works within a secure environment to guarantee physical security for every customer.

Alert handling

Our Network Operations Centre will handle alerts raised by infrastructure monitoring and work with you to resolve issues quickly.

Comprehensive support

With first, second and third line support teams, we deliver comprehensive support for all environments, including phone or email support, system reboots or system fixes and patches.

Triaging

Our service desk will prioritise incidents, changes and alerts and assign them to the appropriate teams for prompt resolution.

Keeping you informed

Our continuous communication and incident updates through the customer portal offer clear visibility of your environment.

Service Delivery Manager

Your single point of contact

Our service doesn’t stop once your systems are up and running. When you entrust us with your critical systems, it’s essential that we also provide personalized and thoughtful aftercare. A Service Delivery Manager is your single point of contact within Service Express, addressing your questions, problems, requests and reviews quickly and efficiently.