Service Desk and Technical Support
Kestronics provides an ITIL-aligned Service Desk built for high-volume, operationally critical environments. We support organisations that rely on mobile devices, printers, scanners, kiosks and wireless networks to run their day-to-day operations. Our Service Desk acts as a single point of contact for all technical issues, incidents, service requests and escalations, ensuring stable, predictable and measurable service delivery.
What Our Service Desk Covers
Our Service Desk has been designed around the needs of industries where uptime is essential – retail, transport and logistics, aviation, manufacturing, healthcare, gaming and public-sector operations. We manage and support the full lifecycle of your estate through structured, process-driven service modules:
Incident Management
- 24/7 or business-hours coverage
- Rapid triage and categorisation to minimise disruption
- Technical troubleshooting for devices, applications, connectivity, configuration and peripherals
- SLA-driven response and resolution times
Service Requests
- User access, configuration changes and device provisioning
- App updates, firmware deployments and settings changes
- Onboarding for new sites, users and technologies
Problem Management
- Root cause analysis of recurring incidents
- Trend monitoring and elimination of systemic issues
- Recommendations for fixes, upgrades or process adjustments
Change Management
- Controlled rollout of firmware, OS patches, application updates and configuration changes
- Risk assessment, scheduling and communication
- Alignment with customer CAB processes where required
Asset, Device and Configuration Management
- End-to-end visibility of mobile devices, printers, scanners, kiosks and network components
- Serial-level tracking and configuration baselines
- Integration with MDM, EMM and UEM tools, giving customers a real-time view of their estate
Managed Mobility and Operational Technology Support
- Staging, kitting, enrolment and Zero-Touch deployment
- Remote support through SOTI, Intune and other UEM platforms
- Buffer-stock management, hot swaps and advanced replacements
- Repairs, RMA handling and logistics coordination
Escalation and Major Incident Management
- Clear Tier 1–3 escalation paths
- Vendor and manufacturer engagement (e.g. Zebra, Datalogic, Honeywell, Samsung)
- Major Incident coordination with regular updates until resolution
Reporting and Service Performance
- Monthly service reviews
- SLA compliance reporting
- Device health, failure trends, MTTR / MTBF analysis
- Recommendations to optimise uptime and reduce incident volumes
How the Service Desk Fits into Your Wider Strategy
Our Service Desk is designed to integrate tightly with your IT, Operations and Procurement teams, and to align with any existing ITSM platform such as ServiceNow, Halo or NetSuite. We ensure:
- Unified incident, request and change workflows
- Seamless integration with monitoring, MDM and asset systems
- Consistent communication between Kestronics, customer teams and third-party suppliers
- Reduced operational friction by managing device issues before they impact staff or customers
- A clear operational roadmap for estate renewal, refresh cycles and DaaS models
Kestronics acts as an operational partner, not just a support provider. Whether you need fully managed services, co-managed support or additional capacity during peak periods, our Service Desk ensures your technology estate remains stable, secure and ready for use.
