Experis Limited

Service Desk/ Help Desk/ Support Desk Services

Experis provides access to 1st line, 2nd line and 3rd line expertise to support your users. Our consultants are certified and proficient across a range of methodologies, tools and service/help/support-desk products. We have extensive experience across all levels of Government (Central, Local, ALBs), NHS, Higher Education, and Blue Light services.

Features

• Expert SME's delivering your success
• Proven extensive experience in all areas of Government: 30+years experience
• Highly qualified/experienced Delivery team offering services/consultation
• Our people are experts in assessing digital maturity and capability
• Clear strategy to improve business and technology capabilities
• Range of delivery methods with knowledge and skills transfer /coaching
• Extensive experience in aligning Digital solutions and business drivers
• We put your people at the centre of the solution
• User Research is very important to our delivery journey
• We can define and hand over high-level target technology/architecture/governance/management of-data

Benefits

• Deploy services at the point of use depending on requirement
• Guaranteed delivery through our comprehensive and tested delivery-model
• People centred delivery: your people are the drivers of change
• Continuous feedback and involvement in delivery
• Innovative ideas to save time and money
• On and off-shore options to save time and money
• We guarantee your people will be trained/upskilled on delivery/handover
• Global reach and 100+UK offices: we are local
• Bespoke or generic solutions: we will see through to the-end
• Deep understanding of enterprise technology: complex public service organisations

£300.00 to £1,300.00 a unit a day

• 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 gcloud@experis.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

565317767525434

Contact

Dave Elliott-Smith
07771 334470
gcloud@experis.co.uk

Planning

• Planning service: Yes
• How the planning service works: Our services provide buyers the opportunity to build their ideal solution, be it a full SaaS, PaaS and IaaS service delivery or building blocks to integrate into existing programmes. You will maintain full direction over your project and we will build or support implementation of dynamic, scalable solutions that meet your objectives and SLA’s. An Engagement Lead/ Service Director will be provided to you as a dedicated manager of our service.; ; Each contract will include the following planning service as appropriate:; ; DISCOVER:; - Scope & planning meeting with our Engagement Lead/ Service Director and your key stakeholders; - Detailed analysis of current status, legacy systems, ‘as is’ and ‘to be’ state and definition of requirements aligned with business strategy and user needs; - Identification of opportunities for improvement and cost saving; - Cloud business readiness and change gap analysis; ; DEFINE:; - Clear objective plan with SLAs and target dates for delivery; - Resource, budget and technical requirements plan; - Risk analysis and mitigation plan; - Analysis of BAU and existing services to plan for seamless cloud integration; - Transition plan including facilitation of change, integrating with operational, development and project teams; - Training needs analysis for internal and external users
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Training will be tailored, configured, and delivered as per the requirements of each service or solution delivered. Our team work with your team to ensure their expertise is shared through workshops, one-to-one sessions, demos, show and tells, and presentations. Where required they will create learning collateral to be shared amongst those within your delivery team.; ; Training will be provided by the specialists we deploy to your programme and will be overseen by a dedicated Engagement Lead/ Service Director. Our aim is to provide you with the specialist support you need to integrate cloud solutions into your business while facilitating a sustainable service that empowers your people to manage your cloud in the long term.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We provide effective, structured set-up and migration services for SaaS, IaaS, PaaS and GaaP implementations across Virtual, Private, Public and Hybrid cloud infrastructures, ensuring a fast and non-disruptive implementation of cloud technologies. - Continuous delivery and continuous integration solutions; - Analysis of legacy systems and how they can be consolidated, re-used or deactivated; - Planning, implementation and management of disaster recovery strategy; - Training and knowledge transfer workshops, demonstrations and documentation; - Define and generation of governance documentation; - Post migration review; - Ongoing support and service management; Our aim is to provide a scalable service that is dynamic and fits perfectly with your business. Every service will be adapted to suit your requirements.; ; Our team will review your existing environment and technologies and work with programme, architecture and delivery teams to ensure a smooth transition.; ; As appropriate, our services include:; ; - Analysis of current/ BAU services and define a details scope for a non-disruptive migration to cloud services.; - Design and architecture of bespoke or commercial PaaS, SaaS and IaaS cloud solutions; - Planning, implementation and management of data-migration strategy; - Resource, budget, technical requirements and delivery plan; - Scheduling of migration activities based on planned SLA’s and timescales
• 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: We provide a full testing service either as part of a full lifecycle programme delivery or as a service that you can integrate into your existing cloud programme.; ; Our team of testing and quality assurance professionals will be led by our Engagement Lead/ Service Director and will provide the following service:; ; - Review and define testing and QA strategy based on current programme status; - Resource, budget and technical requirements plan; - Risk analysis and mitigation plan; - Continuous delivery/integration processes with robust DevOps practices and Agile methodologies; - Analysis of test automation benefits and implementation of automated test procedures where necessary; - Training and knowledge transfer workshops, demonstrations and documentation; - Define and generation of test governance documentation; ; Testing skills we provide:; ; Performance Testing, User Acceptance Testing, Functional Testing, Load Testing, Stress Testing, Capacity Testing, Fail-over Testing, Application Security Testing, Latency Testing, Risk Testing, Web Testing, System Integration Testing, Code Reviews, Mobile & Device Testing

Security testing

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

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
• How the support service works: Once your cloud solution has been implemented we will provide technical support to meet the demands of your end users. Support services will be fully defined depending on the scope of your cloud services.; ; Our ITIL Service Management service can be quickly initiated to support cloud services through:; ; • Data Centre design, implementation & management; • Design, build & deployment of shared solutions; • Service improvement and monitoring; • IaaS, SaaS & PaaS interoperability; • Contract management & governance; ; This service integrates seamlessly with your business and complements our full lifecycle cloud programme delivery services.; ; We support all major commercial and bespoke hosting and software services including, but not limited to: AWS; Azure; Rackspace; Google CE; CloudStack; OpenStack; VCloud; Red Hat; Heroku; Office 365; Salesforce.com; Oracle; MS SQL.

Service scope

• Service constraints: N/a

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Mon – Fri, 9 – 5, exc. national hols.; ; Technical support issues will be handled locally by our specialist team and will be actioned accordingly. Escalations to Experis' Service Management Team are usually responded to within 4 hours.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Support levels: We will provide a support service to meet your requirements based on the demands of your programme and the service you engage with. This will be determined on a case-by-case basis, specific to each engagement and/ or service and will be costed accordingly using our rate card. We can deploy a multi-tiered team of support professionals from 1st line through to 3rd line, right up to support leadership and management that can be scaled to suit the demands of your programme. This service will be managed by a dedicated Engagement Lead/ Service Director.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

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

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Our Working to Change the World Plan is about collectively caring for People and Planet with new awareness and urgency. Advancing towards NetZero by measuring and reducing our climate impact (and offsetting only when we must) while accelerating social justice to address inequities will drive job creation and demand for new skills, and will progress opportunities for all. Our Working to Change the World Plan is why we are committed to pre-skilling, upskilling and reskilling people at speed and scale, using AI and machine learning to match people to meaningful, sustainable jobs with better accuracy than either humans or machines could do on their own. It is why we stand up for the greater good and collective benefit, to do all we can to be anti-racist, as well as pro-diversity, pro-equity and pro-inclusion, so that companies can continue to grow and succeed by accessing the skilled talent they need and so that everyone can be part of future growth and prosperity. As we emerge from the pandemic, this is our collective opportunity to act with urgency, to scale bold, disruptive ideas and collaborations across business, government and education. And now is the time to reshape a better, brighter future for workers – one that is more skilled, more diverse, and more wellbeing-orientated than we could ever have imagined. Join us in Working to Change the World.

  Covid-19 recovery

  Supporting People & Companies to Adapt & Reset To ensure all our stakeholders – employees, candidates, associates and clients, as well as the wider community and society at large - emerge from the crisis stronger, more skilled, more competitive and more successful than before, we have partnered with businesses around the world to adapt workforces at speed and scale, from supporting those in essential industries to source workers quickly, to working with heavily impacted sectors to pivot their workforce to in-demand roles, all with health and safety front and centre. In 2020 our people can be proud that they kept the world of work turning and: Developed AI to expedite COVID testing as part of the Covichain Robots project in Spain; helped manufacture and donate over 300,000 units of antibacterial gel to regional hospitals and public transportation in San Luis Potosi, Mexico in collaboration with public health services and our world leading beauty and cosmetics client; organised programmes and online resources for college students and recent graduates – “Preparing New Graduates to Find Jobs During the COVID-19 Crisis” in partnership with Assumption University, Thailand; established a 24/7 centre of operations, virtual collaborative environments for training and onboarding, and rapid learning programmes to serve our 1,200 healthcare associates staffing hospitals in Italy every day; rapidly retrained and redeployed UK university employees to fill urgently needed roles in healthcare; regularly briefed clients on changing job landscape to help reassign workers via our Weekly Talent Insights report.

  Tackling economic inequality

  Our Working to Change the World Plan 2020 was a year of change and disruption; and with change comes great opportunity. It is with this backdrop of optimism that we are proud to release Working to Change the World, highlighting our progress throughout 2020-21 cantered around the themes of: People & Prosperity, Planet and Principles of Governance. Working to Change the World is an evolution of our Sustainability Plan and Pillars to encompass broader environmental and governance priorities in line with common metrics around ESG - focusing on those areas most material and of highest impact to those we serve. Our approach reflects both the World Economic Forum’s International Business Council Stakeholder Capitalism Metrics and our focus on prioritizing the five UN Sustainable Development Goals where we can deliver the greatest impact. Working to Change the World is our call to action because we believe no organization can do it alone. Businesses, governments and non-profits have a shared responsibility to invest in developing fast changing skills that increase people’s employability, grow prosperity, push for equity and make positive contributions to the planet and to the whole of society. 2021 and beyond must be the catalyst that brings forth a new future of work and ManpowerGroup is committed to being part of the solution.

  Equal opportunity

  Championing Diversity, Equality, Inclusion & Belonging Leading with purpose, values and a strong inclusive culture matters more than ever. We believe culture is the glue that holds strategy together. It's how we all think and act, our beliefs and behaviours. To attract and keep skilled, diverse talent, companies cannot stay silent - they need to have a voice and a view. We are committed to continuously improving Diversity, Equity, Inclusion and Belonging so all people feel that differences are welcomed, respected, and valued and that they are able to bring their full selves to work. We are proud of our progress in 2024 and committed to advancing further and faster in 2025 and beyond. We have strengthened our anti-racist stance and commitment to diversity, equity, inclusion and belonging (DEIB); hosted a Courageous Conversation series on race and intersectionality with 400+ US employees; established our North America Diversity Council led by Regional President with representation at all levels; Launched our Global Culture Matters initiative to measure culture fitness for the future, with organization-wide survey and focus groups for 400+ employees in Q1 2024. Designed and delivered INCLUDE programme internally and with clients to help leaders incorporate DEIB into everyday actions and decisions; named Best Place to work for LGBTQ+ Talent, and proud to lead conversations on inclusive #WordsatWork and on LGBTQ+ inclusion with the World Economic Forum.

  Wellbeing

  We assert that well-being is enabled by a positive culture and that this is set by leadership who are committed to the well-being of our people. Our Wellbeing Action Team includes leaders and employees from across our organisation as well as SMEs from our HR, DEIB, Talent and Career Development, and teams supporting our clients, contractors, and supply chain partners. We have set up partnerships with our clients and charities to support awareness of mental health. We will support suppliers to deliver on this commitment as part of our contract and onboarding process with our suppliers with the provision of guidance and examples of how to implement this in practice. Toolkits are available for employees, managers, and supply chain partners to support with Wellbeing. Initiatives include: webinars run by British Heart Foundation, extensive network of Mental Health First Aiders, principles of Thriving at Work to support the SMEs, partnered with Mental Health First Aid England (MHFA), Remploy Mental Health awareness support scheme, bespoke training for managers to support the mental health of their teams; Time to Talk drop-in session, guidance on issues like how to manage hybrid working arrangements or support a team member with a disability. This is managed through an Action Plan to address any areas for improvement, with SMART goals.

Pricing

• Price: £300.00 to £1,300.00 a unit a day
• 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 gcloud@experis.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.