Fully Managed Service Desk
We deliver tailored service desk powered by AI-driven self-service tools, enabling faster issue resolution and continuous improvement in performance.
24x7x365
Service Desk
Redefine end user support with AI -driven, cloud-based IT solutions, ensuring faster issue resolution and continuous performance improvement.
Talk to an ExpertRevolutionise business operations
Ergo Connect is our advanced IT support service that optimises your tech environment. Powered by ServiceNow, a decade-long leader in Gartner’s Magic Quadrant for IT Service Management, Ergo Connect redefines your service desk experience with AI-driven self-service for faster issue resolution and continuous performance improvement.
As a cloud-based platform, Ergo Connect offers a secure, personalised experience tailored to your IT needs. Our service catalogue follows ITIL best practices and is backed by our ISO20000-1 certification. Combining self-service automation with support from experienced engineers and customer service professionals, Ergo Connect delivers a high-quality, streamlined knowledge repository.
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Our Services
Desk Side Support
We provide on-site technical assistance at client offices, including regional locations, addressing hardware and software issues directly in person.
Field Engineering
We deploy skilled technicians to client sites across Ireland and Northern Ireland for device repairs, troubleshooting, upgrades, and hardware replacements.
Applications Management
From Microsoft 365—featuring apps like Word, Excel, PowerPoint, Outlook, Teams, and OneDrive—to the Dynamics 365 suite – We provide ongoing administration, maintenance, security and optimisation services, tailored to each client’s requirements.
Patch Management
We provide comprehensive patch management services, including third-party application updates, antivirus and endpoint encryption maintenance, and efficient software packaging and deployment for user devices as well as peripheral support.
Additional Quality Assurance Services
Quality Assurance
Regular audits of service tickets to assess and ensure service quality, including a secondary “audit of auditor” process. Also, CSAT metrics, and key stakeholder survey metrics.
Knowledge Management
Creation, maintenance, and updating of knowledge base articles for each client account, supporting knowledge transfer, retention, and training.
Process Training
Delivery of training on products, processes, tools, and infrastructure for internal teams and potentially for client teams, supporting adoption and effective use of IT services.
Key benefits
Harnessing the power of AI and automated processes, Ergo Connect expedites the identification and resolution of issues, enhancing efficiency and significantly reducing ticket resolution time. To further streamline this process, we have optimised our ticketing system to include only the essential information required for engineers to resolve the issue. This strategic improvement not only boosts efficiency but also shortens ticket resolution time, ultimately enhancing your overall experience with Ergo Connect.
Ergo Connect operates 24/7/365, providing support across all time zones. This ensures that issues are routed to the right engineer at the right time, resulting in faster issue resolution. Our ‘follow the sun’ approach ensures a consistent level of service across your entire IT estate.
Ergo Connect is a unified platform that centralises a wide array of support services. It operates on a single data model, transforming real-time insights into actionable strategies. Performance analytics reporting enables us to provide clients with tangible evidence of service improvements and valuable insights to inform future strategies.
Our Self-Service feature on the customer portal is equipped with a range of knowledge-based resources, enabling clients to independently resolve some issues without the need to raise a ticket.
We have deployed a Virtual Agent, a text chatbot interface, as part of the Ergo Connect portal. This AI-powered chatbot allows customers to ask questions and receive responses in a chat format, personalised to their usage of our services. This not only improves customer experience with more intuitive results, but also enables faster querying on the status of tickets and seamless integration with teams.
Ergo Connect can seamlessly integrate with a client’s existing ServiceNow instance using ServiceBridge or our team can assist in setting up a new tenancy from scratch. This standard, platform-level integration feature allows two instances to communicate, providing a more personalised approach to your managed services.
Ergo Connect utilises ServiceNow’s integration hub to enable workflows into your day-to-day operations with over 500 backend downstream systems, including Amazon Web Services, Microsoft 365, Microsoft Azure, Google, and Jira.
Ergo Connect goes beyond being just a help desk. It uses automated workflows to provide engineering expertise for one-off projects. Clients can purchase a pool of entitlements that enable them to draw hours that can be consumed on demand, providing the support they need, when they need it.