Virtual Helpdesk
An advanced helpdesk allowing fast deployment, cost management and control, asset management, supplier management and integrates with barclaycard
Features
- Cost control
- Job management
- PPM Compliance
- Visitor Log
- Precisionpay Integration
- Procurement management
- Asset management
- Contractor compliance
Benefits
- Reduce Costs
- Improve Compliance
- Manage Contractors
- Visibility on Jobs
- Fast implementation
Pricing
£150 a unit a year
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
3 4 3 5 3 4 5 7 0 8 1 1 5 7 0
Contact
VIRTUAL HELPDESK LTD
Rob Nicoll
Telephone: 07931542310
Email: rob.nicoll@virtual-helpdesk.com
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Public cloud
- Service constraints
- No
- System requirements
-
- A HTML5 browser Modern Edge / Chrome will be fine
- Some functions require an email address
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Our support response times are determined by the criticality of the request, with target ranges spanning from 30 minutes to 24 hours. These targets apply to standard office hours
- User can manage status and priority of support tickets
- No
- Phone support
- No
- Web chat support
- No
- Onsite support
- Yes, at extra cost
- Support levels
- Virtual Helpdesk offers a standard email support service that encompasses all customers at no additional charge. Additional support and onsite training are available as optional add-ons.
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
-
Onboarding will differ and is customised based upon customer needs and requirements. We offer a broad range of options from onsite training and implementation sessions to fully remote setup.
Typically, we would go through the Helpdesk functions with the core team online, and follow up with specific training if required. The system is build to be very user friendly and intuitive.
End user rollout does not require training - the "report issue" form is very simple and clear. Typically the intranet URL for reporting jobs is changes, and users just start using the new system. Reporting users do not need a login to the system making rollout of the system very efficient - Service documentation
- No
- End-of-contract data extraction
- Excel data export reports are available which would allow clients to download their data as required whilst their contract is in place.
- End-of-contract process
- Data export tools are available to the customer at any time during their contract period. Documents are also available to download by the customer at ay time during their contract period. A data dump of all documents in a single folder would incur additional cost which would be determined based on the number of documents.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Microsoft Edge
- Firefox
- Chrome
- Safari
- Opera
- Application to install
- No
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- When mobiles access the system the UI changes to accommodate the size of the device. The PPM configuration page is specifically designed to work on a desktop and as such would not be optimised for a mobile device
- Service interface
- No
- User support accessibility
- WCAG 2.1 AA or EN 301 549
- API
- Yes
- What users can and can't do using the API
-
A modern RESTful JSON API is available should remote systems wish to integrate. API functions allow systems to:
Get Job List
Accept Job
Add Planned Date
Add Visit Date
Add Message to Job
Add Cost / Close Job
Get Planner List
Add PPM Visit
The API functionality is fully documented with examples. Contractors who wish to use their own job management system can do so as they can interact with the API, allowing the client to manage and control the Jobs centrally within Virtual Helpdesk. - API documentation
- Yes
- API documentation formats
- HTML
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
-
Some level of customisation is available in Virtual Helpdesk products. Welcome message on the Helpdesk can be customised by an online editor within Virtual Helpdesk.
Visitor Booking emails sent to new visitors are customisable from within the system. Custom reports can also be developed and applied to a custom reports area
Scaling
- Independence of resources
- Virtual Helpdesk deploy a SaaS model within Azure. The micro-services are managed by Azure and will scale should they come under load.
Analytics
- Service usage metrics
- Yes
- Metrics types
- Metrics are provided via dashboards within the software.
- Reporting types
-
- Real-time dashboards
- Regular reports
- Reports on request
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Staff screening not performed
- Government security clearance
- Up to Baseline Personnel Security Standard (BPSS)
Asset protection
- Knowledge of data storage and processing locations
- Yes
- Data storage and processing locations
- United Kingdom
- User control over data storage and processing locations
- No
- Datacentre security standards
- Complies with a recognised standard (for example CSA CCM version 3.0)
- Penetration testing frequency
- At least once a year
- Penetration testing approach
- Another external penetration testing organisation
- Protecting data at rest
- Encryption of all physical media
- Data sanitisation process
- Yes
- Data sanitisation type
- Deleted data can’t be directly accessed
- Equipment disposal approach
- Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001
Data importing and exporting
- Data export approach
- Excel Reports
- Data export formats
- Other
- Other data export formats
- Data import formats
- CSV
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- Private network or public sector network
- TLS (version 1.2 or above)
- Data protection within supplier network
-
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
Availability and resilience
- Guaranteed availability
- Virtual Helpdesk host on Azure and aim for a 99.9% uptime. SLA can be provided upon request.
- Approach to resilience
-
Virtual Helpdesk is built from micro-services which are hosted within Azure.
Several instances of each micro-service are running in Azure services specifically designed to run these micro-services. Azure have redundancy built into their "micro-service hosting service" as well as the fact that we have several instances running - Outage reporting
- Users would be contacted by email should an outage occur
Identity and authentication
- User authentication needed
- Yes
- User authentication
- Username or password
- Access restrictions in management interfaces and support channels
- User roles restrict functionality for each user. In addition, users can be limited on what they can see based upon location(s) or discipline(s)
- Access restriction testing frequency
- At least every 6 months
- Management access authentication
-
- Public key authentication (including by TLS client certificate)
- Dedicated link (for example VPN)
- Username or password
Audit information for users
- Access to user activity audit information
- Users have access to real-time audit information
- How long user audit data is stored for
- At least 12 months
- Access to supplier activity audit information
- Users have access to real-time audit information
- How long supplier audit data is stored for
- At least 12 months
- How long system logs are stored for
- At least 12 months
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
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- No
- Security governance approach
- Virtual Helpdesk is setup to follow ISO 27001 standards, and we are working towards certification for ISO 27001
- Information security policies and processes
- Virtual Helpdesk has an induction procedure which ensures all new employees are aware of the policies they are expected to follow. An Information Security Management System ensures all policies are being adhered to.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- Virtual Helpdesk use industry leading software systems which ensure all changes can be traced to a ticket and developer. A full ticket management system ensures each ticket has undergone testing and sign-off before a release can take place.
- Vulnerability management type
- Undisclosed
- Vulnerability management approach
- Software scans code repositories for potential threats. These threats are converted to tickets which are managed through the Sprint development process. Urgent threats are prioritised. Patches can be released at any time during the development process should they need to be.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- Endpoints are monitored by third party apps which report issues as they are identified. Significant issues, or downtime are acted upon as soon as possible.
- Incident management type
- Supplier-defined controls
- Incident management approach
- Currently incident management is managed by email. Virtual Helpdesk is rolling out an online system where users will be able to self-serve their incident management updates
Secure development
- Approach to secure software development best practice
- Supplier-defined process
Public sector networks
- Connection to public sector networks
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
Virtual Helpdesk is committed to minimising our impact on the natural world. We engage in remote sales and setup where we can, use public transport wherever possible, recycle, keep paper usage to a minimum and use energy efficient devices.Covid-19 recovery
Covid has transformed workplace usage and the workforce place of work. Virtual Helpdesk systems support a hybrid workforce by being accessible from within the workplace, or at users homes. The Virtual Helpdesk system itself facilities jobs to contractors and communication about those jobs through the software, reducing interaction required between clients and contractors. Our QR code technology used for self sign-in in our visitor log system allows visitors to sign in using their own device, removing the need for a common device for sign-in and reducing the interaction with the receptionist.Tackling economic inequality
Virtual Helpdesk recognises economic inequality. All our used technology such as laptops and phones are recycled into the community through Virtual Helpdesk schemes ensuring that it reaches those in need. Wherever possible we offer paid workplace placements for local young adults hoping to start a career in technology but lack experience. We have also provided software and services FOC to charities working to tackle economic inequality.Equal opportunity
Virtual Helpdesk is committed for being an equal opportunities employer. We do not discriminate. We take reasonable actions to facilitate employees religion, cultural and domestic responsibilities with regard to the workplace.Wellbeing
Staff have regular 1 to 1 meetings with their managers, and a clear escalation procedure is in place. Employees are treated with care and respect.
Pricing
- Price
- £150 a unit a year
- Discount for educational organisations
- No
- Free trial available
- Yes
- Description of free trial
- A demo platform can be used for a free trial. Typically we will load on a sub-set of locations and disciplines for the trial, although users can add to this through the software. All features are included in any trial