Spherica
Service Desk & End User Computing Support
We deliver mission-critical 1st line Service Desk and EUC services that are aligned to your strategy, infrastructure and culture; allowing your teams to work smarter.
Spherica's automation-first approach is designed to increase productivity, reduce costs and deliver consistent user experiences; transforming your IT Operations and enabling you to achieve more.
Features
- 24/7 end user device management and support
- Deskside support via 'Tech Hub'
- Firmware/application patching, updates, and security
- Industry-standard IT Service Management practices
- Hardware and software break/fix support
- UK-based service desk and support engineers
- Secure onboarding, offboarding and decommissioning
- Full user lifecycle management
- Hardware and software supply and deployment
- Custom device configuration and Image installation
Benefits
- Automation-first service innovations
- Maintain your IT estate with predictable costs
- Maximised efficiency and IT security
- Regular, tailored Management Information reporting
- Fully managed end user lifecycle
- Increased stability and reduced downtime
Pricing
£600 a unit a day
- Education pricing available
Service documents
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Framework
G-Cloud 14
Service ID
9 5 7 3 3 3 2 9 0 4 4 7 4 6 1
Contact
Spherica
Adam Turner
Telephone: 07525667074
Email: bid.team@spherica.co.uk
Planning
- Planning service
- No
Training
- Training service provided
- Yes
- How the training service works
- Our team of consultants are able to deliver both hands on lab based training services as well as classroom led formal training sessions.
- 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
-
Prior to roll-out of new processes, we ensure that our developments have been through a comprehensive and robust quality assurance testing programme.
We work with our clients throughout the process with milestones at each point providing complete visibility and transparency into our testing procedures at all stages.
It is important to identify any issues as early as possible to resolve highlighted problems without having an impact on users or the wider business.
We follow best practice and perform penetration tests as required. We meet the security and quality assurance standards of ISO 27001 & 9001 and await accredited certification. We have been certified to Cyber Essentials and Cyber Essentials Plus.
Security testing
- Security services
- Yes
- Security services type
-
- Security strategy
- Security design
- Cyber security consultancy
- Security incident management
- 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
-
We operate a 24x7 managed support service. Support options range from contracts for a specific cloud service offering right through to fully managed services. Our services are tailored to meet the individual needs of our clients and can include onsite 'Tech Hubs' where our team of trained and experienced staff ensure that your issues are dealt with by a team familiar with your business and IT set up.
By providing a physical presence of support staff, we can guarantee speedy resolution of issues, provisioning of IT equipment and provide general IT best practice support and advice.
Clients are provided with a support desk number to log support requests, as well as being able to log tickets by email or via our support portal.
Service scope
- Service constraints
- N/A
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- SLA's are agreed with clients and are agreed to meet their individual needs, dependent on the criticality of the service being delivered. Our SLA's for P1 incidents can be as fast as less than 15 minutes if required.
- 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
-
We operate a 24x7 managed support service. For an additional cost, this can be fully automated with preventative action to reduce downtime and time to resolution. Support options range from contracts for a specific cloud service offering right through to fully managed services.
Our services are tailored to meet the individual needs of our clients and can include onsite 'Tech Hubs' providing a physical presence of support staff for speedy resolution of issues, provisioning of IT equipment and general IT best practice support and advice.
Clients are provided with a support desk number to log support requests, as well as being able to log tickets by email or via our support portal. Our support services include a team of support consultants and engineers with SLAs dependent on the client's requirements.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Up to Security Clearance (SC)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Alcumus ISOQAR
- ISO/IEC 27001 accreditation date
- 19/11/2020
- What the ISO/IEC 27001 doesn’t cover
- None
- 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
- Equal opportunity
- Wellbeing
Fighting climate change
We aim to continuously reduce the environmental impact of our business activities and maintain a clear roadmap for embedding more efficient and sustainable IT operations within both our own business and those of our customers and partners.
We have obtained a carbon assessed certification from Carbon Footprint prepared in accordance with Part 1 of ISO 14064: 2018, and are continually working towards reducing and offsetting our carbon emissions in line with our Environmental Policy.
This is achieved by meeting our environmental goals and outcomes, which include:
Reducing our environmental impact - We have made it our mission to reduce paper waste to help our environment. So far we have planted 1,226 trees, offsetting 367.8 tonnes of CO2, instead of sending Seasonal well-wishes to our clients. These trees not only help with environmental impact, but they are planted in less developed countries to help support communities in deprived areas.
Flexible working Environment - We have always supported flexible location working practices, including home-based or client-based, reducing the environmental impact of our workforce. We use a shared office as our base, which is environmentally efficient as we only utilise it when required, ensuring that energy is not wasted through heating and lighting physical spaces which are underpopulated. We also encourage and monitor the use of greener modes of transport for business travel helping to reduce emissions.
Recycling - We ensure that we follow sustainable methods of disposal of hardware, and we also follow paperless working practices with all resources and communications based online.
Delivering Cloud-first services - We embed more efficient and sustainable IT operations within both our customers’ businesses and our own business, through our cloud-first and automation-first services. We also use an energy-efficient shared data centre rather than hosting in-house, reducing our own carbon footprint.Equal opportunity
As an equal opportunities employer, Spherica is committed to ensuring that our workplaces are free from unlawful or unfair discrimination in recognition of the Protected Characteristics as defined by the Equality Act 2010.
We take our responsibilities as an equal opportunities employer very seriously and as such have a policy which ensures that recruitment, promotion, training, development, assessment, benefits, pay, terms and conditions of employment, redundancy and dismissals are determined on the basis of capability, qualifications, experience, skills and productivity.
By fostering a culture of openness and fairness, we create an environment where every individual feels valued, respected and empowered to reach their full potential.
We commit to this by:
Recruitment Process
We have a comprehensive recruitment process ensuring fairness and enabling us to select the best person for the role. All new vacancies are added to our Application Tracking System (ATS) which allows us to follow our methodology, collect and analyse data and ensure we run a fair and transparent process.
Advertising of vacancies
All staff are notified of internal vacancies when they arise and we encourage our colleagues to apply for these.
Fair pay
To ensure fair and equal pay, our in house HR team undertake a quarterly review of market salaries. This allows us to apply the correct salary to new roles when they arise, with the salary being associated with the role and required skills rather than the individual.
Quarterly reviews
All staff are receive a quarterly review where they will have the opportunity to openly discuss their role, career ambitions, training needs and any concerns they have. Goals are set with an annual review aligning these to pay reviews.Wellbeing
Our people-first culture at Spherica is an essential part of our identity, ensuring that we have the right support in place to protect the health and wellbeing supporting physical, mental and emotional health.
This has been evident from day one where we have always encouraged a flexible, remote working lifestyle to improve our employee’s work / life balance. We also understand the challenges that can come with remote working practices, so we regularly ensure that we are implementing wellbeing support for our workforce. An example of this is our Employee Assistance Programme which provides resources and guidance to support with mental health.
Additionally, we prioritise clear communication with dedicated message channels. We encourage regular breaks and promote self-care practices to further contribute to a healthier balance between work and personal life. By championing remote work and supporting work-life balance, we cultivate a happier, more productive workforce where individuals can thrive both professionally and personally. A recent example of how we have achieved this is by implementing a four-day working week. Our employees have the opportunity to opt-in to work their hours over a four-day period, gaining an extra day.
We are also consistent with ensuring our employees are happy by distributing employee satisfaction surveys. Our most recent survey highlighted that employees were keen to gain additional holiday, therefore as a business we increased our standard annual leave allowance by four days. We also offer an accruement of additional leave after three years’ service, this has recently been reduced to just two-year’s service.
We regularly monitor our policies which are instrumental to fostering a positive work-life balance for our employees, such as recently increasing the number of days employees are entitled to for compassionate leave and implementing a Menopause policy.
Pricing
- Price
- £600 a unit a day
- 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 bid.team@spherica.co.uk.
Tell them what format you need. It will help if you say what assistive technology you use.