EASIPC SERVICES LTD

EasiPC Service Desk

The EasiPC Service desk is a fully managed service aligned with industry best practice, such as ITIL and FITS frameworks and all user contact with the service desk is logged as tickets.

The service desk can be tailored to a customers specific needs.

Features

• Highly experienced first, second and third line technicians
• 95% of calls received are resolved first time
• Service Desk availability is 8:00am and 5:00pm, Monday to Friday
• Education specialist service desk with over 20 years experience
• Onsite support services available
• Remote desktop support
• ITIL aligned processes

Benefits

• 95% first contact resolution
• One stop shop for all IT service issues
• Increased user productivity though rapid fault finding and resolution
• Robust and regular service reporting covering key KPI's
• Excellent customer service and support

£2,000 a unit a year

• Education pricing available

Service documents

• Pricing document

  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 bids@easipc.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

549294744594628

Contact

Rob Lloyd
01604286682
bids@easipc.co.uk

Planning

• Planning service: Yes
• How the planning service works: EasiPC will provide a fully managed migration experience including full planning, managed by the Cloud Deployment team and following PRINCE2 project management processes. During initial consultancy, the EasiPC Cloud Deployment team will build a bespoke onboarding process defined by the exact service requirement. During onboarding, EasiPC will provide support and training, including but not limited to electronic resources, workshops and webinars.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: EasiPC can provide training on the following at additional cost: ; ; Microsoft 365 - Teams, SharePoint, Word, PowerPoint, Excel, Power Automate, Forms, Sway and Minecraft. Google Workspace - Docs, Sheets, Slides, Forms, Meet, and Sites. Cyber Awareness Training
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Through close engagement with the customer, EasiPC’s service delivery team will continuously look to identify, agree and implement service improvements. We expect the mechanism for improvements to be balanced between the customer and EasiPC, however we will drive a more proactive approach to continued improvements across the customer by analysing support tickets, customer engagement and feedback from the Service Desk. ; ; We will also look to engage proactively and regularly with the customer to discuss service delivery to identify areas for potential improvement with clearly defined plans to action and deliver on those improvements. There is no limitation to the access in to service update and improvement time and we will work with the customer to agree a model of regular engagement with the customer.; ; Regular internal review of KPIs ensure EasiPC follow our ITIL continual improvement process.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security incident management

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: All EasiPC customers are assigned an account manager for general service requests, escalation of service issues and general account management. The service is a fully managed service, and any support required due to issues with the service are covered by the EasiPC service desk. Support via the service desk can be obtained via email and phone, during business hours. EasiPC also offer a fully managed service desk, providing further reactive support which can be provided at additional cost. For customers who do not have onsite support an additional onsite support service can be provided at additional cost.

Service scope

• Service constraints: Support is offered remotely nationwide, where a customer requires onsite support, this will be at the discretion of EasiPC and agreed prior to any service contract being agreed.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: All response times are defined in the service specification. Initial target response times are 30 minutes for non critical tickets up to a maximum of 8 hours for low priority service requests. No support is provided outside of working hours - Monday to Friday 8am to 5pm
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: All EasiPC customers are assigned an account manager for general service requests, escalation of service issues and general account management. The service is a fully managed service, and any support required due to issues with the service are covered by the EasiPC service desk. Support via the service desk can be obtained via email and phone, during business hours. EasiPC also offer a fully managed service desk, providing further reactive support which can be provided at additional cost. For customers who do not have onsite support an additional onsite support service can be provided at additional cost.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  EasiPC aims to be the employer of choice for people of all backgrounds, regardless of sexuality, disability, nationality, race, gender or religion. We are committed to ensuring our employees and job applicants are treated fairly, humanely, and equitably. ; For over 15 years our employees have been guaranteed an inclusive work environment, which has enabled increased creativity and reduced employee turnover and has helped establish our reputation. To encourage a diverse and varied workforce our approach to equal opportunity includes: ; Inclusive and accessible recruitment practices, supporting candidates with disabilities through the provision of supportive technology and/or changes to working practices ; Making appointments on the grounds of selecting the most suitable candidate for the post 5 ; Gender-neutral role definitions ; Ensuring policies and employee communications promote respect and equality for all ; Compliance with the Modern Slavery Act 2015 ; Ensuring policies and communications promote respect and equality for all ; No use of zero-hour contracts or fire and rehire practices

Pricing

• Price: £2,000 a unit a year
• Discount for educational organisations: Yes

Service documents

• Pricing document

  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 bids@easipc.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.