Service Desk

Quick response times, first-time fixes and operating within agreed SLAs, it's what we do.

Service Desks are highly beneficial to companies of all forms and sizes.

The Service Desk is a critical component of an organisation's IT and customer support infrastructure, providing a centralised point of contact for users and customers to seek assistance with technical issues, inquiries, and service requests.

Why Use Total?

  • Services Available 24/7
  • Specialist UK-Certified IT Professionals
  • ISO-27001 Certified
  • ITIL-Aligned Service Delivery Processes
  • 90% Overall SLA 

How Total Can Help

The support your business needs is in arms reach.

We offer an end-to-end solution, as our ITIL-aligned Service Desk takes full accountability for every call, seeing it through to resolution. This means first-line investigation and diagnosis, escalating to third-party support, routing to an internal specialist, engaging with vendors and of course, keeping you updated on progress.

We deliver a 95% first (human) response service with an overall ticket performance target of 90% of cases being resolved within their respective service level agreements. We provide personable services, whether engaging via telephone or via a web portal, to efficiently raise and progress the users’ cases 24/7.

Our core hours of work are Monday to Friday 06:00 to 22:00, but the service can be tailored to your needs by extending the support window to weekends or 24/7. Other enhancements can include Problem and Change Management as well as VIP support for key individuals.... The really great news is, we can do it all at a lower cost than doing it yourself! The support your business needs is in arms reach.

Free Service Desk Assessment

Let’s begin with a Service Desk Assessment to discuss your IT & business goals.  This will enable us to understand where you are now, where you want to get to and what needs to be done to get you there.

In the initial call, we will cover:

  • Review of your current IT challenges 
  • Understand your people, processes and systems 
  • Short, medium and long-term business goals 
  • Sharing other customer success stories 

If you are interested in receiving a no-obligation IT strategy assessment, please fill-out this form and one of our specialists will be in-touch soon.

Any personal data herein are processed in accordance with UK data protection legislation. All feasible security measures are in place – the internet is not 100% secure medium. Further details are available on this website and/or from Total.

Taking Care of Technology

There's a greater demand than ever for businesses to utilise technology and we are here to make that process simple.

Jonathan Stump

Finance Director,
Mick George

It's not just about the price, it's about the service and ideas they bring to the table. We established that Total was going to be a strong partner because they cared about our business and it clearly wasn’t just about how much they could charge us.
Clearly, this 1st and 2nd line support has been massive, enabling us now to be so much more proactive and develop the business. I see Total as a part of the team and for us, that is hugely important and pivotal.

I would quite happily recommend them to any associates and people that I work with because I trust them. The service I had from Total, in a nutshell, has been brilliant and I wouldn’t be saying that unless I believed in it and genuinely felt it.

Case Studies & Resources

Learn more about the work we do and the people we do it for...


Direct Line Group

DLG needed to quickly shift from an office-based organisation to the vast majority of its employees working from home.


Girlguiding was nearing the end of its IT-managed service contract and was keen to improve the quality of service it was receiving.


Total moved Homebase to a new data centre, as well as undertaking a complex AD domain separation and migration to Office 365.

Services Overview

Discover more about any of Total’s essential IT services backed by experienced professionals.

Managed Services Overview

Managed services to help you improve
IT management and support.

Managed Services Case Studies