How it works and what it costs

How it works

From a free first call to a calm, controlled service centre. Here’s every step, what it costs and how long it takes.

Help Desk Assessment

Free, 45 minutes

In 45 minutes you’ll know where your desk sits against the others I’ve measured, what I’d fix first and roughly what doing nothing is costing you. Bring whatever numbers you have. If there’s a fit we talk about the audit, and if there isn’t you’ll still know more than you did.

Service Desk Audit and Benchmark

£1,500

Ninety days of your ticket and time data, scored against the five areas a service centre is built on. You get a score for each one, where you sit against the other desks I’ve measured, a list of what to fix and in what order, and how much not changing anything will cost you. I present it to your leadership team in a half day session. This is an action plan for change.

Service Centre Build

Minimum three months, then month by month

Three ways to build it. All three end in the same place, and the only difference is who does the work and how fast it moves. A day on site every quarter is included in every one, and travel is charged at cost.

You Build

£1,000 a month

Your team does the work. I set the direction, review what they produce and hold you to it, with working sessions each month. It starts with a process writing workshop, because if your team can’t write process this won’t work.

I Build

£2,500 a month

I write the processes with the people who actually do the work, one finished process at a time, and take each one back to them to agree or correct. You stay in the loop without carrying the project.

Fractional Service Centre Director

£6,000 a month

I’m in your business a day a week, running the management rhythm with your team, plus two days on site every quarter. I take on two of these at a time so each one gets my full attention.

After the build

Monthly or quarterly

I don’t walk away from a service centre I’ve helped build. There’s an ongoing advisory arrangement, monthly or quarterly, for reviewing the numbers and holding the standards where you set them.

What a service centre is built on

The audit scores your desk against these five areas, and the build works through them in the order that costs you most.

Data and Decisions

Every engineer logs their time accurately, the ticket categories mean something, and a small set of numbers gets looked at every week, so decisions are made on data.

Service and Delivery

Response and resolution targets are written down and known by everyone, someone owns the queue, and clients trust that their ticket is in hand.

Team Balance

The work is spread across the team, no single engineer is the only one who can do a job, and the desk runs the same the week someone is on holiday.

Owner Involvement

You lead the desk rather than work in it, and the service desk manager is trained, managed and held to the standard.

Systems and Processes

The repeatable work is documented with the engineers who do it, so a new engineer makes the same decision the old hands would.

How long it takes and who does the work

This isn’t a quick fix. It took me five years in my own MSP. It doesn’t take that long now, but to build everything you should expect to spend 12 to 18 months. There’s nearly always one change that shows a measurable result in the first 90 days, and quite often it’s how tickets are handled when they first arrive. I’ll measure it so you can see it, and the three month minimum means you can stop there if it isn’t for you.

I work with your service desk manager, not with you. You get a monthly catch up so you always know where things are, but the day to day work doesn’t come out of your time. I even offer an option where I deliver the work.

Free, 45 minutes

Book your free Help Desk Assessment today

In 45 minutes you’ll know where your desk sits against the others I’ve measured, what I’d fix first and roughly what doing nothing is costing you. Bring whatever numbers you have.

Let’s calm the chaos of your help desk together.

Book a call