DGM AGILITY LIMITED

Service Desk and Support

DGM Agility has provided Service Desk and Support since 2019. Our Service Desk is a centralised point of contact that handles inquiries, incidents, service requests. It serves as a single point of contact for users to report issues, and request assistance.

Features

• Centralised ticketing system tracking incidents and enquiries
• log, categorize, prioritize, and resolve incidents reported by users
• troubleshooting technical issues, diagnosing root causes, and implementing corrective actions
• knowledge base, FAQs, rouble shooting guides
• Service level agreement (SLA) management
• provide mechanisms for escalating tickets to higher-level support groups
• multiple communication channels, including email, phone, chat, and self-service portals
• enable seamless communication between users and support personnel
• insights into service desk performance, ticket trends, user satisfaction levels

Benefits

• Improved User Satisfaction
• Efficient Issue Resolution
• Enhanced Productivity
• Proactive Problem Management
• Compliance and Governance
• Cost Optimization
• Continuous Improvement
• Delivering high-quality IT support services

£1 a unit

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at darren.muizelaar@dgmagility.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

148352318038947

Contact

Darren Muizelaar
07538122855
darren.muizelaar@dgmagility.com

Planning

• Planning service: Yes
• How the planning service works: Our approach to planning involves:; ; Planning service desk support for a customer involves understanding the customer's needs, defining service levels, establishing support processes, and ensuring adequate resources and capabilities to meet those needs effectively. Conduct an initial assessment to understand the customer's business objectives, IT environment, user base, and specific support needs. We will then define the scope of service desk support offerings based on the customer's requirements, such as incident management, request fulfilment, knowledge management, and escalation procedures.; Negotiate and document service level agreements (SLAs) with the customer, specifying response times, resolution targets, escalation procedures, and other performance metrics.; Develop standardised processes and workflows for incident management, request fulfilment, problem resolution, and other support activities.; Provide comprehensive training and onboarding for service desk staff to ensure they understand their roles, responsibilities, and the customer's expectations.; Conduct testing and validation exercises to ensure service desk processes, tools, and communication channels are functioning as intended. Regularly review service desk performance, SLA compliance, customer feedback, and incident trends to identify areas for improvement.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: During a service desk migration, training should be provided to various stakeholders to ensure a smooth transition to the new environment and maximize the effectiveness of the new service desk platform.; ; Service Desk Staff: Training on using the new service desk platform, including how to log in, navigate the interface, create and manage tickets, assign tasks, and communicate with users.; Education on service desk processes, workflows, and procedures specific to the new platform, such as incident management, request fulfilment, knowledge management, and escalation procedures.; Instruction on how to use advanced features and functionalities of the service desk platform, such as automation rules, reporting tools, integration points, and customization options.; Role-specific training tailored to different roles within the service desk team, including frontline support agents, supervisors, managers, and administrators.; ; End User Training: Training sessions for end users on how to interact with the new service desk platform, including how to submit tickets, track ticket status, access self-service options, and communicate with support personnel.; Guidance on using self-service features, such as knowledge base articles, FAQs, and user guides, to troubleshoot common issues independently and find solutions to their problems.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our approach:; Conduct a comprehensive assessment of the existing service desk environment, including its infrastructure, processes, workflows, and data. Identify key stakeholders, including users, support personnel, IT teams, and management, and involve them in the planning process.; Define migration goals, objectives, scope, timelines, and success criteria based on business requirements and user needs.; Develop a data migration plan to transfer existing tickets, incidents, service requests, knowledge base articles, user profiles, and other relevant data to the new service desk platform.; Cleanse and normalise data as needed to ensure consistency, accuracy, and integrity during the migration process.; Perform a trial migration or pilot test to validate data migration procedures and identify any issues or discrepancies.; Conduct thorough testing of the new service desk environment to ensure functionality, usability, performance, and reliability.; Test end-to-end workflows, service desk processes, communication channels, and integration points to verify that everything works as expected. Involve key stakeholders and end users in user acceptance testing (UAT) to validate the new service desk solution meets their needs and expectations.; Execute the migration plan according to the agreed-upon timeline, ensuring minimal disruption to users and maintaining service levels throughout the transition. Conduct a post-migration review.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Quality assurance (QA) and performance testing are critical components of a service desk migration to ensure that the new environment meets functional requirements, performance expectations, and user needs.; Functional Testing: Verify that all core functionalities of the service desk platform are working as expected, including ticket creation, assignment, escalation, resolution, and closure.; Test service desk workflows, processes, and automation rules to ensure they operate correctly in the new environment.; Validate integration points with other IT systems, such as asset management, monitoring, and reporting tools, to ensure data consistency and interoperability.; User Acceptance Testing (UAT): Involve end users, support personnel, and other stakeholders in UAT to validate that the new service desk platform meets their needs and expectations.; Test common user scenarios, such as submitting tickets, tracking ticket status, accessing knowledge base articles, and communicating with support agents. Gather feedback from UAT participants on usability, functionality, and any issues encountered during testing.; Cross Device Testing: Test the service desk platform across different web browsers, operating systems, and devices to ensure compatibility and consistency in user experience. Verify that the platform functions correctly and displays content properly across a variety of browsers, screen sizes, resolutions, and devices.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: We provide ongoing support and training resources, such as user guides, video tutorials, help documentation, and online forums, to help service desk staff, end users, and stakeholders continue learning and adapting to the new service desk platform.; We offer refresher training sessions and additional training modules as needed to address emerging needs, new features, or changes in processes and procedures after the migration. By providing comprehensive training to service desk staff, end users, and stakeholders, organizations can ensure a successful service desk migration and maximize the benefits of the new service desk platform.; Training should be tailored to the specific needs and roles of each audience, delivered in a variety of formats, and supported by ongoing resources and support to promote adoption and proficiency.

Service scope

• Service constraints: Our support services may rely upon licensed tools, vendors and 3rd parties.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: DGM Agility will respond to tickets within agreed Service Level Agreements (SLAs). Any response times will depend on the urgency and priority classification. Typically: P1 - 15 Minutes P2 - 30 Minutes P3 - 60 Minutes
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We use 3rd party off the shelf solutions; Zendesk uses the Voluntary Product Accessibility Template (VPAT), to publish an Accessibility Conformance Report (ACR), which documents an audit of our systems relative to WCAG 2.1 AA performed by a third party accessibility vendor.; ; We pay attention to Accessibility throughout our release cycle. This includes:; ; Following the standards and documentation created by our Product Accessibility team.; Training everyone involved in delivering our products around assistive technology and Accessibility best practices. This includes, designers, engineers, product and program managers, and content writers. At a personal level we try to make sure all Zendesk product and engineering employees think about the humans at the other end of the internet by sharing stories and feedback.; Leveraging Garden, our design system, from early design through development to ensure an accessible foundation for all our products; Testing our products before release using both manual and automated techniques.; Conducting regular research with agents, admins and end users who rely on assistive technology to collect feedback and help us prioritize improvements.; Systematically tracking both remediation and new feature progress to drive quality improvements; Engaging third-party auditors to conduct regular compliance audits of our products.; Listening to feedback from customers.
• Support levels: Basic - 9-5 - Email, Chat, Telephone Enhanced - 9 - 5 - Email, Chat, Telephone, MI Reporting Premium - 9 - 5 - Email, Chat, Telephone, MI Reporting, Service Desk Access & out of normal hours support. Pricing is detailed within our pricing schedule

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Zendesk, Jira, Confluence, Twilio services

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We are committed to sustainability and recognising our responsibility to minimising impact of our operations and services on the environment. We have a fully integrated approach to environmental management, meeting the principles of the Environmental Protection Act 1990, WEEE Directives, Greening Government Commitments and ISO14001. Our Method Statement comprises two elements confirming our commitment to ensuring that opportunities under contract deliver the Policy Outcome and Model Award Criteria; (1) Actions our organisation is taking (2) Activities we’ll undertake to support the contract (1) Examples demonstrating our commitment to Fighting Climate Change; • Carbon Reduction Plan target to become NetZero by 2030 and have flagged UN SDG targets 9 and 12 as our priorities. • Our UK offices are powered by renewable energy • We have a Climate Positive Workforce with our Carbon emissions offset through our partnership with Ecologi at 10.8 tonnes CO2 per employee/year. • We Promote Sustainable travel: Our people use sustainable commuting methods through Cycle-to-Work, season ticket loan and secure bike-parking schemes. • Installing state-of-the-art conferencing facilities realising a significant reduction of office-to-office commuting. • Reducing waste: We have introduced waste management systems in our offices, minimised single-use water bottles and operate paperless offices. (2) Activities we’ll undertake to reconnect people with the environment and increasing awareness to protect and enhance it. We will track and optimise the carbon footprint of the target estate using industry leading Carbon calculators. We’ll promote embedding sustainability as a digital design principle inline with Greening Government Commitments and support awareness of CO2e reduction and best practice. We will minimise the carbon footprint of our work using technology to work remotely by default. To enable awareness, and to influence the supply chain and local communities, we will share best practice with the project team, its supply chain and educate the local community.

  Tackling economic inequality

  Tackling economic inequality As an equal opportunity employer, we are committed to creating an attractive working environment which promotes equal career opportunities for all employees regardless of social identity. Our Board is 50% women. We identify inequalities in employment, skills and pay through our Whistle Blowing Policy, Annual staff survey and our Affinity groups like LGBTQ+/Multicultural. We continue to tackle inequalities via our Equality, Diversity & Inclusion Policy (aligned to Equality Act 2010, including the Public Sector equality duties), our status as a Level 1 Disability Confident Employer, and by aligning to the 5 principles of the Government Good Work Plan. We address inequality by focusing on: • inclusive, accessible recruitment practices: we proactively engage local deprived communities with all roles advertised through Vercida Group, a D&I resourcing specialist • offering a range of quality employment opportunities; • providing an inclusive working environment which promotes career progression; • educating our people to act with tolerance and compassion; • compliance with equal pay reporting. To support in-work progression, our career paths offer broad opportunities to choose a career that accommodates personal goals. We ensure that: • Our Academy provides equal opportunity to training and recognised certification designed and developed to supplement knowledge, coaching and skills gained from the day-to-day tasks and responsibilities to enhance career development. • Everyone has a mentor they meet regularly to discuss career progression and well-being. • Detailed development feedback is given twice a year measured against transparent performance criteria by their line manager who have attended Inclusive leadership training. • Promotions happen once a year and all promotions are communicated throughout the company. Our planned activity and targets: By Q3 2022 start our apprenticeship programme to help reduce the digital skills gap By Q4 2022 Disability Awareness training provided

  Equal opportunity

  There are 14.1 million disabled people in the UK. 19% of working age adults are disabled (Family Resources Survey, 2019 to 20), however, disabled people are twice as likely to be unemployed as non-disabled people. We recognise the inequalities that have been amplified during the pandemic, in particular to those with disability. As a Disability Confident Employer, we have incorporated Disability awareness training as part of our mandatory training for our UK workforce from April 2022 onwards. We are committed to becoming a Disability Confident Level 2 employer by June 2022. We are an equal opportunity employer and publish our Diversity and Inclusion Policy. We continuously focus on any barriers that may prevent underrepresented groups from being appointed to a position, especially management positions. All UK Jobs are advertised through an inclusive and accessible job platform via our partnership with Vercida group, a D&I resourcing specialist. We recognise our role, is to use our expertise to make sure people with disabilities can connect and contribute to the workplace in the best way possible, to ensure they are thriving at work and within their role for the organisation. Our Inclusive leadership management training plays a vital role in creating and sustaining an inclusive working environment. This ranges from implementing the people management policies that will impact on how a person with a disability experiences work, to managing absence or a flexible working model to support the individual. Our inclusive and accessible development practices support managers to; attract the most suitable talent; be confident about supporting colleagues with a disabilities / health condition through on-boarding, training, and progression; understand how to identify and reduce, through workplace adjustment, the barriers that would prevent someone from reaching their potential; ensure fair treatment for all colleagues and create and inclusive working environment and culture.

  Wellbeing

  Throughout the pandemic we prioritised helping our staff and local communities to manage and recover from the impact of COVID-19. We implemented initiatives to reduce the demand on public services and improve how we support physical and mental health such as introducing company-funded private healthcare for our people and became a Disability Confident employer. Our Method Statement comprises two elements confirming our commitment to ensuring that opportunities under a contract deliver the Policy Outcome and Model Award Criteria; (1) Actions our organisation is taking (2) Activities we’ll undertake to support the contract (1) Example activities of how we influence staff, suppliers, customers and communities to support health and wellbeing, including physical and mental health and demonstrate our commitment to the Award Criteria; • signatory of Mental Health at Work commitment • Implemented the Mental Health at Work 6 Core Standards and enhanced standards • We utilise our Intranet to promote an active healthy lifestyle, use of our benefits like Cycle to Work Scheme, annual Fitness challenges and awareness of mental health encouraging open discussions with a clear route to support. • Our people have equal access and opportunity to regular training through our Academy to enhance their career prospects. They receive ongoing career progression planning through their mentor. • Encouraging our people to seek help and feel supported through structured appraisals and access to our Mental Health specialists. (2) Activities we’ll undertake on to promote personal and community health and well-being. As the delivery partner, we propose to co-design with the project team, a charity partner and a CPD accredited provider to offer education and training on Health and Wellbeing to unemployed people affected by Covid19. Our aim is to support them to find employment in the Health and Wellbeing sector. This will benefit both the individuals and the community.

Pricing

• Price: £1 a unit
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at darren.muizelaar@dgmagility.com. Tell them what format you need. It will help if you say what assistive technology you use.