IT Service Desk

On hand for when you need us most.

Our ISO 27001 certified IT Service Desk is your friendly, first point of contact for any IT related questions, problems, or requests you may have. Operating from our headquarters in South Tyneside, the desk is manned 24/7, 365 days a year by our ITIL accredited consultants – on hand to handle your organisation’s IT issues when you need it most.

Tailored to your requirements

Acting as a complementary resource for your internal IT team or as a third-party partner, take advantage of our best-practice tools, processes, and experienced ITIL accredited delivery managers and engineers to improve resolution times, drive down calls and increase customer satisfaction.

A best fit approach

When putting together a service package, your needs come first.
HTG will help to create a bespoke service package based on what you need to keep your business running efficiently.

A Dedicated Service Desk

HTG uses a best-in-class Service Desk management solution for incident management where customers can raise support requests via telephone, email, or via a dedicated web portal.  All tickets are assigned a priority with an agreed SLA and allocated to a Service Desk agent for action.

Pro-Active Monitoring

Pro-active monitoring and self-healing are part of your service desk benefits, allowing us to detect and fix issues before a ticket is raised.

Your environment will be proactively monitored and any potential variances from its standard parameters will be identified, validated with a degree of confidence, and resume normal operations without human intervention.



Changing to fit your requirements

SLA’s are unique to each customer and the HTG Service Management will host a monthly meeting with each customer to review the service as well as to deep-dive incident trends so that they are managed appropriately.

A service package that works

When creating your bespoke managed service contract, we consider all aspects of your business to ensure that you receive the best support for your needs.

HTG managed service contracts comprise of the following services:

Telephone and Email Support

We will provide you with a dedicated telephone number and email address, giving you the option of how you contact our engineers during your agreed support contract.

Remote Access Support

If we are provided remote access to your network, we are able to fix most issues remotely. This means a quick response and fix time and ensures issues cause minimum disruption to your business.

Remote Monitoring

Our monitoring solution detects IT issues as soon as they occur. Automated alerts are sent to the service desk when monitoring tools detect a potential issue before it happens. Our solution provides the visibility into the availability and performance of your systems.

Onsite support

Some issues can’t be resolved remotely and if that is the case we can schedule on-site visits. Our support engineers will be happy to visit your site to ensure that the service you are receiving is working for you. We can also provide scheduled maintenance to help avoid downtime and reduce the need for support from the onset.

A dedicated portal

You will be provided with a dedicated portal to log tickets with our support engineer team. This will give you the ability to communicate with the team regarding the problem, providing an easy, centralised location to monitor your tickets from opening to resolution.

Performance Reviews

As part of your support contract, you can choose to receive a monthly service review. Using your portal, HTG will put together a report of your service usage, SLA times and tickets raised. HTG can tailor this report to the needs of your business, any additional requirements of the report can be added by the support engineers, on request.

Don’t just take our word for it

How HTG helped FSLogix provide support to its EMEA customers

HTG has provided consultancy and support to FSLogix from the company’s inception as a licensed reseller and with many client transformations incorporating the FSLogix solution suite, HTG has extensive knowledge of the FSLogix portfolio of products. Due to our proven technical expertise, FSLogix appointed us to develop and provide a bespoke support model to its EMEA customers.


As sales of FSLogix in EMEA accelerated we needed a support partner to take on the role so we could focus on the business. HTG had proved their capabilities with several consultancy engagements so we knew we could trust them. We received so many glowing reports about their support, the knowledge of the support staff, and their ability to respond in a timely, professional, and knowledgeable fashion. EMEA was the top-selling area for FSLogix and HTG was key to this by knowing that support was taken care of.

Brad Rowland

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