Introducing Service Desk

What is Service Desk?

Our clients often tell us how challenging it is to manage an efficient field service operation that lives up to customer expectations, as well as the company’s name.

By definition, you have to maintain sufficient staff to cope with fluctuating demand and emergency call-outs, across the entire geographic area in which you have customers.

It can quickly eat up your management time when you could be making sales. And it can easily eat into your profits.

Many companies use contractors to complement their permanent workforce, but this doesn’t avoid the endless ringing around or timesheet, expense and invoice paperwork.

Challenges that are now compounded by IR35 putting the spotlight on contractors whom HMRC believes should be permanently employed.

We’ve Got You Covered

If you want an easier, more profitable life, take a look at our outsourcing solution, Service Desk.

You can outsource all or part of your field service operations to our Contracts team and they’ll take care of everything, from answering customers’ call-outs to deploying engineers.

Everything is seamless. We answer calls in your name and the contractors we deploy are thoroughly interviewed and referenced before we take them on.

The solution is especially useful if you’re growing into new regions or countries, want to complement your permanent workforce or would simply like to reduce your admin workload.

And the model’s proven. For the past three years we’ve been providing the British field service network for Irish Fire & Security firm TDS.

Read the case study here.

Agreed Scopes of Work, For A Fixed Duration

The Service Desk solution is based on a scope of work we’ll agree with you, taking into account your planned maintenance schedule, customer base and likely call-out rate.

We can work to service level agreements if you want us to and we make sure everything dovetails with your organisation and brand.

With the plan in place, we’ll source and engage the necessary contractors, using our extensive UK and European register, not to mention the referrals it generates.

With planned maintenance schedules we’re able to book contractors well in advance. This might be for a week or two a year – and many greatly value this repeat business.

Your clients will also approve, as they get to build a relationship, and trust, with the same engineer or engineers year on year.

Contracting Made Easy

Our contractors and clients are big fans of our cloud-based systems. These take care of all timesheet submissions, expenses and project administration.

This not only makes the administrative process quick and easy but also keeps you in control. Just log into your portal any time to view progress on any work block.

Because we hire the contractors, there are no employment, payroll or tax issues for you to consider. Zitko meets all IR35 obligations in our capacity as the employer.

Naturally your client relationship remains your own. We operate discreetly in the background, leaving you free to grow your business.

Every week we’ll bill you for the agreed work undertaken and provide a full, detailed report.