OGEL IT LTD
Service Desk
We provide a technical escalation service giving our customers the peace of mind that they have access to experienced support personnel to assist with the more complex issues that may arise during day to day service operations.
Features
- UK based and security cleared staff
- Online portal and telephone support
- Remote access tools
- Dedicated landline number
- IT Service Managment (ITSM) platform
- Support for other third party products and services
- First line triage and escalation to third party providers
Benefits
- Flexible based on included services
- Reduced costs compared with maintaining capability in-house
- Reduced business risk
- Support from a Microsoft Partner and CSP
- Online Knowledge Base
- Self-Service portal
Pricing
£25 a user a month
- Education pricing available
Service documents
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@ogelit.com.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 14
Service ID
8 3 5 7 8 6 8 3 6 8 5 6 8 2 3
Contact
OGEL IT LTD
Sam Newman
Telephone: 01438 300335
Email: gcloud@ogelit.com
Planning
- Planning service
- No
Training
- Training service provided
- 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
- Our Service desk delivers against agreed KPIs which are constanatly monitored and reported in our monthly service reports. We perform regular quality reviews by sampling logged incident and customer interactions producing internal score cards which are fed back to staff as part of regular one to one sessions.
Security testing
- Security services
- Yes
- Security services type
-
- Security strategy
- Security risk management
- Cyber security consultancy
- Security testing
- Security incident management
- Security audit services
- Certified security testers
- Yes
- Security testing certifications
- CHECK
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 support across a wide range of software and services. Our primary expertise is within the full Microsoft suite of products as a Partner however we also provide support for many other products and services such as: Fortinet, Palantir, OpenHR, QNAP, Symantec, Amazon, ZScaler and Cisco.
Service scope
- Service constraints
- This service does not include first contact services for end users or initial triage services, it is expected these are delivered internally or via a service integrator or managed service desk. We work closely with existing technical support teams and functions to extend the breadth and depth of their capability by proving them with an escalation service. We can offer first contact services through our Service Desk offering.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Standard support hours are 8-6 Monday to Friday. We also provide 24/7 support of extended hours at an additonal cost.
- 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
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Support levels
-
Call answered within 30s
Incidents assigned within 30 minutes
OOH customer call back within 30 minutes of service commencement
Resellers
- Supplier type
- Reseller providing extra support
- Organisation whose services are being resold
- Solarwinds Service Desk, N-Able RMM, Microsoft, Fortinet, QNAP, Quest
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Developed Vetting (DV)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Peers Quality Assurance Limited
- ISO/IEC 27001 accreditation date
- 26/04/2024
- What the ISO/IEC 27001 doesn’t cover
- N/A
- 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
- Tackling economic inequality
- Equal opportunity
Tackling economic inequality
OGEL IT are an SME committed to developing a business within the local and surrounding community by creating employment and training opportunities. We utilise local hardware recycling services to ensure any decommissioned equipment is redeployed within the local community.Equal opportunity
All employees will be treated fairly and with respect. Selection for employment, promotion, training or any other benefit will be on the basis of aptitude and ability. The company is also committed to preventing discrimination of any type against its employees by third parties like suppliers, clients and the general public. Our SpeakUp policy and processes enable anonymous reporting by anyone should they have any concerns or issues with the company or any of its employees.
Pricing
- Price
- £25 a user a month
- Discount for educational organisations
- Yes
Service documents
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@ogelit.com.
Tell them what format you need. It will help if you say what assistive technology you use.