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 v4 aligned service management processes. Our analysts provide level 1, through to level 3 technical support to your chosen systems, and support SIAM 3rd party

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 14

Service ID

987821174408409

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, Oracle, IBM, Unix, Redhat

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: 29/09/2022
• What the ISO/IEC 27001 doesn’t cover: No software development on premise
• 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

  Dataquest recognises the importance of achieving global CO2 neutrality, we are taking proactive steps in becoming carbon neutral by 2050. We have also adopted a responsible approach by working with supply chain partners and third parties who share this commitment so together we can drive CO2 emission down to net zero. Through ISO 14001, Dataquest aims to achieve long-term sustainability goals, ensuring a greener and more environmentally responsible approach to business. As part of our commitment to society, our people and the environment, Dataquest completes a thorough assessment of its business sustainability practices every year through EcoVadis, the global standard for business sustainability ratings. The EcoVadis process validates our sustainability commitments, practices and performance, and offers a clear roadmap for continuous improvement.

  Covid-19 recovery

  Covid-19 caused significant and unprecedented impact across all global supply chains. Dataquest was able to respond favorably due to its robust systems and processes. In the wake of the pandemic, Dataquest continues to actively review and respond to risks and uncertainties that has affected the whole UK economy and the business environment from the pandemic. We are optimistic that Dataquest has come out of this stronger than ever, given that technology has potentially been the largest beneficiary of this crisis. We are seeing significant, undeniable changes in behavior, and tech adoption across sectors at levels never seen before.

  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

  Dataquest 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. Inclusion and Diversity (I&D) is a foundational principle at Dataquest. It is at the core of all we do and drives us to build and reinforce an inclusive culture. We recruit, develop, retain, and promote diverse talent. We continue to build partnerships with diverse organisations and develop resources to support diverse employees. Our leaders are held accountable to actively support I&D in words and actions.

  Wellbeing

  We’re committed to ensuring our teams maintain high levels of physical and mental wellbeing. There is a strong focus on ensuring work is enjoyable at Dataquest. We have various team-building activities and events, and we host staff parties and socials throughout the year. We know the importance of employee wellbeing and how this can affect not only our team but also business performance. 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. We provide access to professional coaching which looks to optimise their professional and personal development.

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.