IT Support Helpdesk for Charities
We appreciate that calling the IT Helpdesk usually means your day job is on pause. We make it our mission to help you quickly, with empathy and patience because we are your IT department.
Our IT Support team for charities are trained in ITIL best practice and comfortable dealing with staff who have varied or low IT skillsets, including those with accessibility needs.
We use data that comes from the IT Helpdesk to inform decisions with your IT Strategy.
Our goal is to keep reducing the number of calls that are needed to the Helpdesk through initiatives such as self-help and automation, so you have fewer interruptions.
Smartdesc only employ experienced and qualified engineers; we do not operate a traditional “1st Line” who just give you a reference number; all our team are trained to get straight into the request there and then.
17 seconds
Average telephone response time
83%
Requests resolved on the first call
-50%
Reduction in Helpdesk tickets via IT / Cloud optimisations
30 min
Average time our engineers need to resolve a support ticket
99% respond
97% resolve
SLA performance for the last 12 months
80%
Incidents resolved without the need for escalation to colleagues
4.8/5
Average user feedback score for IT support since 2012
38,396
Number of times we assisted people in 2024
6,500+
Nonprofit staff we support via our Helpdesk
We understand that some of our callers will rarely use IT, but when they do it is mission critical.
We don’t care what your device is or what the issue is; we are IT problem solvers and we will stick with you to get the request done.
Our engineers live by our Core Values and take pride in resolving technical issues quickly and thoroughly, whilst keeping customers fully updated with progress and within SLA timeframes.
You will never be told to call another department, or that progress has stalled because “it is with another engineer, who is unavailable today”. We are your IT department, and we know how critical it is that incidents and service requests are dealt with quickly.
The team at Smartdesc have been handpicked for their years of proven dedication to quality customer care and experience in the charity sector.
Smartdesc employ staff who share the same ingrained ethical approach to IT service delivery and genuinely wish to take care of your critical IT infrastructure including:
- Security First, always
- Field Engineers UK-wide
- Supporting low or no IT skilled workers
- 1st Time Fix over 80% of all calls
- Single Point of Contact for callers – including for 3rd party vendors
- We support any device, system or app
- Home working, Hybrid working, Remote staff
- Bring Your Own Device
- On-the-job IT training and “how do I?” included