Espria’s Service Desk provides ITIL-aligned end-user support during business hours. It covers Microsoft 365 applications, incident resolution and problem management, ensuring smooth day-to-day IT operations and user satisfaction.
Standard IT Service Desk Support Espria services are designed around structured standards but can be configured to suit each client’s operational context. Response targets, governance cadence, reporting depth and integration methods may all be tailored to reflect industry requirements, geographic coverage or internal IT maturity, ensuring consistent quality while enabling bespoke outcomes.
Inclusions
- Incident logging, tracking and resolution (via MyEspria, email or phone)
- Microsoft 365 Tier 1–3 support (Outlook, Teams, OneDrive, SharePoint, Office apps)
- Remote troubleshooting via TeamViewer
- Password resets, unlocks and access support
- Escalation to subject matter experts where required
- Major incident management and reporting (MIR within 5 working days)
- Problem ticketing for recurring issues
Exclusions
- On-site support
- Extended/out-of-hours support
- Support for custom/non-standard applications
- Vendor liaison beyond Microsoft ecosystem
- Formal training programmes
Prerequisites
- Microsoft 365 licensing with active support
- MyEspria portal access configured in MS Teams tenant
Reporting & Dashboards
- Daily incident dashboards
- Monthly SLA and usage reports
- Regular reviews with SDM
Licensing & Dependencies
- Requires supported Microsoft 365 tenant
- Remote support agent (TeamViewer) installed
Optional Add-ons
- 24/7 support
- End-user training
- On-site engineer support
- VIP support tier