DATAQUEST (HEATHROW) LIMITED

Service Desk as a Service

Dataquest’s Service Desk as a Service is a premium 24x7x365 UK-based service desk delivering high levels of end user satisfaction through adherence to robust ITIL-aligned service management processes. Our agents provide level 1 and 2 technical support to your chosen systems, and manage 3rd Party resolver groups.

Features

• 24x7x365 UK-based service desk and service management
• Change management oversight aligned to your organisation's process
• Resolution of technical incidents where necessary access is provided
• Monthly reporting and customer meeting
• Multiple user channels including phone, email and web portal
• Joiners, movers, leavers service (JML)
• ISO9001:2015, ISO27001:2013 compliant service delivered from UK

Benefits

• Supports standard IT operations, overflow, out of hours and projects
• Flexible service enabling swift response to organisation needs
• Continuous service and process improvements
• Simple and transparent service reporting
• Simple pricing enabling predictable spend
• All agents are ITIL 4 Foundation trained as standard
• Fully ITIL aligned service

£10 to £50 a user

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 gcloud@dqgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

542091220115978

Contact

Michael Lyons
07799894781
gcloud@dqgroup.com

Planning

• Planning service: Yes
• How the planning service works: Onboarding engagement underpinned by robust planning clearly identifying Dataquest's dependencies and organisation dependencies and when onboarding will complete. Onboarding planning focuses on gaining necessary understanding of your organisation, employees and systems, configuring our ITSM tool and contact centre solution, populating our knowledge and training our service desk agents.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Training is tied to specific services
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: This service will either take over (transition) from other provider or internal resources and onboarding process is defined in the Service Description Document.
• 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: Dataquest’s Service Desk as a Service is underpinned by our default SLAs and KPIs. Our service management team will report monthly on performance and drive continuous service improvements at all times. Our internal processes are backed by our ISO 9001 and 27001 accreditations.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Level 1 and 2 technical support provided for cloud services.

Service scope

• Service constraints: Level 3 technical support and managed services excluded; Field support excluded; Transformation excluded

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: A default set of SLAs and KPIs are offered with our Service Desk as a Service. Through discussion we believe in agreeing levels of service appropriate for customers needs. Details are provided in the Service Description Document. A Client Manager is included as part of the service who will be your primary point of contact, attend monthly performance reviews and be your point of escalation.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: Support levels related to this service are dependant upon the severity of the issue and the impact on our customers business, with more critical issues dealt with first.

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: VMware, Microsoft, Citrix etc.

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: The British Standards Institution (BSI)
• ISO/IEC 27001 accreditation date: 19/05/2022
• What the ISO/IEC 27001 doesn’t cover: The whole organisation
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Fighting climate change:

  Fighting climate change

  Dataquest operates an Environmental Management System (EMS) that has gained ISO 14001: 2015 certification. Our EMS is a continual cycle of planning, implementing, reviewing, and improving Dataquest’s processes and actions to meet environmental obligations and objectives. Energy efficiency makes a significant contribution to environmental sustainability and helps us to reduce our operating costs. We monitor our use of key sources of energy (electricity, gas,) with the aim of reducing our carbon emissions.
• Covid-19 recovery:

  Covid-19 recovery

  Dataquest continues to follow and update our business continuity plan with a focus on protecting the health and well-being of our colleagues, while keeping the business running, supporting our partners and continuing to provide the best possible service levels. In line with our ISO 27001 Standard, we have a robust disaster recovery and business continuity plan in place. This includes significant investments in technology and infrastructure to ensure we can continue to operate the business in a variety of unforeseen scenarios. We have extensive online collaboration capabilities to help ensure business continuity and we’re working tirelessly to help everyone stay safe while at the same time continuing to serve our customers.
• Tackling economic inequality:

  Tackling economic inequality

  Dataquest is committed to tackling economic inequality at root, from creating new businesses and new employment opportunities, to improving education and training, Our overriding vision is to help lower the unequal distribution of income and opportunity between different groups in society.
• Equal opportunity:

  Equal opportunity

  Dataquest is an equal opportunities employer and in general would wish to go beyond the strict legal requirements as determined by statute in order to be seen to promote sound and fair management practices and procedures at all times. It is therefore the Company’s aim to provide equality of opportunities for all employees by providing a working environment free from unlawful discrimination, harassment, bullying or victimisation on the grounds of sex, marital status, sexuality, disability, age, race, colour, ethnic origin, nationality, religious or political beliefs. This principle will equally apply to recruitment, training, promotion, dismissal, transfer and all benefits, terms and conditions of employment. The Company will not tolerate acts which breach policy and all instances of such behaviour will be taken seriously, be thoroughly investigated and in proven cases, will be subject to the Company’s disciplinary procedures. Policies for recruitment, selection, training, development and promotion are designed to ensure that individuals are selected, promoted and otherwise treated solely on the basis of their relevant aptitudes, skills and abilities.
• Wellbeing:

  Wellbeing

  We encourage vitality, a healthy quality of life, and a positive working environment in which people thrive. Our priority is to be proactive, so employees can gain awareness, education, and support to successfully function at work and at home, free from factors which may negatively impact upon their health.

Pricing

• Price: £10 to £50 a user
• Discount for educational organisations: No

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 gcloud@dqgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.