Call me back

Unity Technology Solutions has been formally awarded the ISO 20000 certification by Certification Europe, following a rigorous evaluation process.

Unity’s IT Service Desk

The IT Service Desk at Unity serves around 1,000 clients across a broad range of sectors. We offer Managed Services that allow organisations to outsource their IT Service function – thereby benefiting from a gain in efficiency whilst leaving internal resources free to focus on more strategic operations. Last year, the Service Desk logged over 51, 000 tickets for our customers, and that number is set to grow significantly in 2017.

Our team of technicians handles all types of request, from the simple to the highly complex. Tickets fall into three categories: from 1st line issues – that might involve something such as a password change, an issue with a printer, or installing a piece of software – through to 3rd line requests that see the team working on the deployment of a virtual environment, or similar. Our team’s expertise is second to none, with some of our senior team members boasting 15 years’ experience in their respective fields.

The ISO certification process

This is the first time the Unity IT Service Desk has been awarded an ISO certification. We are only the 14th certified desk in Ireland.
The process was managed internally over an 18 month period. This allowed us to refine and enhance a whole range of processes and procedures, aligning our management systems with the needs and expectations of our clients.

This certification gives our clients the security of knowing that Unity operates fully in line with international best practice and that it has been verified by a competent and independent third party.

Outsourcing an IT Service Desk

The ISO 20000 certification is the international standard for best practice in IT Service Management delivery. This sign of excellence is an assurance of our ability to deliver a high quality, consistent and cost-effective service to our clients.

It offers our customers the further guarantee that our IT Service Management systems are operating to the highest possible standards, ensuring all aspects of IT Service Management are in line with the ITIL (Information Technology Infrastructure Library) framework, which lies at the heart of our business operation.

Our clients are now able to benefit from a Service Desk that has been certified to a global industry standard. The processes and procedures in place mean that any issues that arise will be acted on in a timely manner, in a highly proactive fashion that delivers outstanding customer service.

“This internationally recognised certification is recognition of the emphasis we place on quality management systems and rigorous internal processes. It confirms our ability to deliver a best-in-class service to a broad range of customers, and our commitment to providing them with an effective and efficient outsourced solution.”

David Hargaden – CEO, Unity Technology Solutions

Are you thinking about outsourcing your IT service function? Get in contact with us today and we can discuss which of our managed IT services would be right for you.