Fast, UK-based expert support from first contact to resolution.
We provide secure, UK sovereign HelpDesk services built for public sector and regulated organisations. Every ticket is logged, triaged, escalated and resolved by UK-based teams to defined SLAs. Clear, audit-ready reporting supports compliance, service reviews and improvement actions.
Our HelpDesk services are delivered entirely from within the UK by SC-cleared support agents trained in ITIL-aligned processes. Operating 8×5 or 24×7, we ensure users receive consistent, expert support across devices, locations and user profiles.
HelpDesk is fully integrated into CiLifecycle, supporting every device from deployment to retirement. Whether users need password resets, patching support or application troubleshooting, our teams provide first-line resolution and intelligent triage to second-line teams or field engineers.
We align support to your SLAs, systems and structure with flexible integration into existing ticketing platforms or Ci’s hosted tooling. Monthly reporting, service reviews and trend analysis enable proactive problem management and measurable service improvements.
Our support operations are aligned with G-Cloud and TePAS frameworks and meet the compliance expectations of government, defence and critical national infrastructure clients. All user data and support activity remains within the UK jurisdiction.
Our HelpDesk services are underpinned by a suite of certifications, supporting strong security, operational resilience and service quality.
ITIL-Aligned Support Processes
ISO 27001
Business Continuity
ISO 9001
AI Management (in line with responsible innovation commitments)
Cyber Essentials Plus
SC-Cleared UK Personnel
G-Cloud and TePAS Supplier
Subscription-based devices with lifecycle support, asset analytics and predictable costs.
UK-based service desk, incident/request handling, and SLA reporting.
Intune and AAD configuration, policy control, patch orchestration and compliance reporting.
Complete IT asset lifecycle management, from deployment to certified end-of-life.
We offer standard 8×5 support and full 24×7 coverage. Service hours are agreed at the start of the contract and can be tailored to operational needs, including public sector and out-of-hours requirements.
The HelpDesk manages first-line incidents and user requests such as password resets, access queries, application issues, device troubleshooting, patch-related problems and hardware triage. More complex tasks are escalated to second-line, third-line or field engineers.
Tickets are logged and prioritised based on impact and urgency. Our teams follow a structured triage process that ensures the right level of support is assigned. Escalation paths are agreed in advance and include technical specialists and onsite teams when required.
Yes. We can work within your existing ITSM or ticketing system or provide our own hosted tooling. Integration covers ticket creation, updates, reporting and SLA tracking.
SLAs include response, update and resolution targets that reflect the service tier selected. Public sector-aligned service levels are available and reporting is provided monthly to confirm adherence and highlight trends.
All support activity is handled within the UK and follows strict data protection, audit and retention policies. Our service centres operate under ISO 27001 and Cyber Essentials Plus, ensuring that user data remains secure and within UK jurisdiction.
Yes. Our HelpDesk supports organisations with multiple sites, remote users and mobile workforces. We manage incidents and requests consistently across locations and coordinate with on-site engineers when needed.
