IT Service Desk Operations for Charities

Wanstor can help your charity put a more effective, user friendly and robust IT service operation in place.

With user expectations of IT rising and more data, applications and devices to manage, your IT department in under constant pressure just to keep the charity running. Wanstor can help your IT department by working with them to provide the right management, people and processes for day to day IT tasks and activities.

This helps to free up your IT team to concentrate on more strategic priorities which will make a real difference to your charity both now and in the future.

As technology has a wider role to play in many charities, IT directors are investigating ways they can save money and improve the service they deliver to their users. For many IT departments this means trying to undertake more tasks with less resources. To free up IT budgets for other more important tasks, many charity IT departments are outsourcing their administration heavy IT service desk tasks to third party providers.

Wanstor have 15 years’ experience of helping to supply IT support services to charities whose organisational models are changing, growing or transforming and need their IT teams focused on other important tasks and strategic projects.

The IT service desk operations we help our charity customers with include:

Incident Management: We work with your IT department to restore IT performance when it fails or is disrupted. Our support engineers provide help around the following activities: Incident identification, incident logging, incident categorisation, incident prioritisation, initial diagnosis of the incident, escalation paths to level 2 engineers, incident resolution, incident closure and communication with the end user.

Event Management: In event management, success is being able to detect, communicate, and take the appropriate action for every event that is significant to managing your IT services. Wanstor can help the event team on your IT service desk by; Helping you define the types of events which are significant to your IT and charity operations, notify the service desk team that an event has happened but has not yet been interpreted or correlated to understand the meaning or impact, detect when events are taking place and notify relevant people in the IT organisation and filter events according to their importance and use defined rules to determine how significant the events are and what the next steps should be.

Demand Management: We can work with your charity to detect and influence the demand your users have on IT services through; analysis of current IT service desk trends, putting in place tools which can anticipate future user demand for services and attempt to influence consumption through technical, financial or other operational means.

Financial Management of IT Services: We can help you adopt best in class practices for IT financial management and budgeting for IT services. Our services in this area include cost analysis of current services and the value they bring to your charity, how to develop budgets which match your IT strategy roadmap and how the IT department charges the wider organisation for the services it provides.

Service Portfolio Management: With over 15 years’ experience of planning, deploying and managing IT service desks we know where the risks, challenges and potential pitfalls are. We will help your IT department to put in place the right IT governance model which enables the IT Director to have one joined up view of risks, costs and where value can be unlocked from the service desk operation.

Capacity Management: We will help you design a service desk solution which helps you to: Manage IT resource performance, so IT services meet relevant SLA’s, review current service capacity vs service performance, assist with diagnosing different IT incidents and the level of engineer required to resolve, create a capacity plan which aligns to budgets and planning cycles.

Availability Management: We can help you select the right tools, infrastructure, processes and people, so your IT department can meet agreed SLA targets. Working with your IT teams we will identify the vital charity functions your IT service desk needs to support, and put in place ways of working which are proactive and preventative to make sure your users have an always available IT service.

Security Management: We will make sure any service desk design we put in place has security at the heart of it. At Wanstor we work with all of our charity customers to make sure their service desk designs include - Information is available and usable when required, systems are well protected from attacks and can recover from failures/outages, information is observed by or disclosed to only those who have a right to know, information is complete, accurate, and protected against unauthorised modification and business transactions.

IT Service Desk Continuity Management: We will put plans in place which focus on supporting business continuity. For example we will work with your IT team to make sure a charity impact analysis is undertaken, that charity continuity management processes are in place and the right disaster recovery plan is developed and maintained.

Service Level Management: We will work with your IT department to define, develop, monitor and manage SLAs which are appropriate to IT and the charity, not just IT so your charity can serve its customers better, and know IT is helping them achieve their organisational objectives.

Service Catalogue Management: We can make sure an accurate and up to date IT service catalogue is available at all times. The service catalogue we provide your charity with, will be able to be split into technical and organisational versions so users, IT departments and different organisational units can choose the services they require from descriptions they understand.

Wanstor IT Service Desk Benefits for Charities

  • Lower IT operational costs as Wanstor’s best in class methods and processes for IT service desks can streamline incidents and resolve users problems quickly and effectively.
  • Have improved insight into requests, events and incidents which are causing service desk backlogs meaning you can put proactive plans and preventative measures in place before SLAs are breached.
  • Make it easier for users to request the IT services they need through online and other service desk channels making the service desk operation more cost effective to manage.
  • Track trends of incidents to see where problems are occurring with devices, networks and hardware and put plans in place to minimise risk and avoid failures/outages.
  • Gain an in depth knowledge of your IT users, their job roles, what their IT requirements are and how you can meet their IT service expectations.
  • Have a deeper understanding of organisational outcomes, how IT relates to them and the importance of delivering an IT service operation which meets the charities needs today and in the future.
  • Position the IT department to be seen as a charity enabler based on the services you provide.
  • Identify where unmet needs are in the current IT service desk offering and be able to put in place a CSI plan which addresses them.

For more information about IT Service Desk and Engineering Support solutions, please contact us on 0333 123 0360, email us at or fill in the form below and one of our IT service desk experts will give you a call back.

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Business IT advice from James at Wanstor

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