Managed Services
Service Desk

Having delivered service desks since 1998, we know how to deliver a robust, predictable and highly performant operation. We provide access to both Shared and Dedicated options, backed by a modern, intuitive interface. Staffed by certified technical specialists, our principle aim is to provide a consistent, high quality service desk experience, acting as an extension of your IT team.

The Industry Challenge

To meet the challenges presented by a modern workplace and keep pace with rapid developments in AI, cognitive services and machine learning, we developed Service Desk; designed to provide a proactive and highly personalised service desk experience.

Powered by ServiceNow, together with our RPA platform, we deliver everything from initial triage and route cause analysis, to endpoint support and request fulfilment. By using automation and orchestration techniques, we reduce MTTR by streamlining manual, often cumbersome processes, as well as expedite call routing, decision making and incident analysis

Single Point Of Contact

A single point of contact for all of your IT queries, service requests and incidents


We embrace the standards of ITIL best practice, within each of our service management disciplines


Integrated automation and orchestration technologies, helping to reduce resolution time

Virtual Assistant

Includes access to our virtual assistant, knowledge base, self-service portal and built-in collaboration

Our Service Desk Capabilities

Powering our Service Desk is a suite of cloud-based automation, ITSM and ITAM tools, providing a scalable, feature-rich foundation. So long as you have an internet connection, you can benefit from built-in orchestration, automation, contextualised work-flows and machine learning, reducing resolution times, and increasing customer satisfaction.

Centralised SLAs

We monitor performance, trends and SLA time-lines against our commitments, enabling us to prioritise, reassign and escalate tasks to avoid potential breaches.

Service Requests

Replace labour intensive fulfilment tasks with an automated approvals process, backed by a service catalogue, for an optimised shopping-cart experience.


Streamlined service restoration through intelligent routing, intuitive self-service portals, embedded work-flows and built-in collaboration to help reduce time to resolution.


We minimise disruptions through trend analysis, accelerating restoration by sharing solutions and workarounds, cutting resolution times with structured root cause analysis.

Walk-Up Experience

Increase customer satisfaction with a streamlined channel for face-to-face IT support requests. Users can schedule appointments, direct from the mobile app.

Reporting and Dashboards

Using predefined templates, we generate reports and visualisations, giving teams insight into the status and performance of every aspect of your service.

Our Service Desk blends traditional agent-based support with analytics, machine learning, robotic process automation and orchestration, giving users ownership over their experience. This seamless integration shifts IT from a reactive function, to a user-centric approach, built around converged support.

Matt Hudson
Head Of Consulting
Why Customers Choose Ultima?
280 Customers Supported

We deliver 24x7 secure, remote support services, across a wide range of critical infrastructure, regardless of its location

28,160 End Users Supported

Customers rely on Ultima to be their single point of contact for their IT queries, problems and service requests

6,300 Devices and Workloads

Our global reach provides monitoring and management, with escalation to your local, in-country resolver groups

Get Started With Ultima

If you would like to discover the full capabilities of our managed services, simply fill out the below form to get started!