WiFi SPARK Service Desk

The Service

The SPARK® Service Desk is a solutions-focused, UK-based service desk providing inbound technical support services. Staffed by IT professionals using ITIL and ISO best practice, the SPARK® Service Desk team have excellent communication skills via telephone, email and chat. 

Offering unbeatable service level agreements (SLAs) and exceptional ‘always on’ support, the Service Desk delivers an ‘always open’ service operating 24/7/365.   

SPARK® Service Desk will provide a customised support service desk experience, with dedicated contact routes for your service users to phone, email, or instant message. Answering the call as a member of your organisation and adhering to your company values and messaging. 

Operating on three levels, the Service Desk can escalate queries through the tiers to ensure a solution is found.  

1st level support is led by a customer orientated operative who can assist with common, everyday requirements.  

2nd level support balances customer service with technical knowledge to solve more detailed issues.  

The 3rd level support team can either be outsourced to a solution matter expert within your organisation or to a trained subject matter expert within WiFi SPARK.  

White labelling ensures that the Service Desk becomes one with your brand, a dedicated phone line, extensive product knowledge, company values and messaging incorporated make for a united support service reaching your customers.  

Each month a report is sent to customers detailing key service information such as the number of calls, resolution time and the disposition of calls. Backed up by a quarterly service review and round the clock monitoring, WiFi SPARK is able to deliver a fully managed service that represents your brand without adding to the workload of your staff.  

Use Case

Betsi Cadwaladr University Health Board 

WiFi SPARK’s round-the-clock monitoring meant that when a wireless controller spontaneously failed at the Wrexham site, WiFi SPARK engineers were able to quickly pick up the issue and act fast to ensure the service was not compromised.  

Diverting the wireless traffic via Bangor (a second WiFi SPARK managed Betsi Cadwaladr site) to ensure no service interruption, engineers worked to resolve the problem in record time.  

WiFi SPARK’s consistent awareness of site activity meant that the team were able to respond to the issue before it had a chance to affect end-users.  

This is the customer care that the Service Desk prides itself on, alleviating responsibility from the customer and continuously delivering exceptional support. 

Ian Platt, a member of the Betsi Cadwaladr Informatics team, noted “a big thanks to the WiFi SPARK team for their help during failure in Wrexham. It was a bonus to be able to divert traffic and have everything resolved in the same evening.”

The Future  

In 2020, WiFi SPARK expanded its operations when its parent company, Volaris, acquired patient engagement provider Hospedia. With the acquisition came an incredible team of dedicated support agents with a wealth of experience aiding the NHS in delivering compassionate and timely advice when it comes to technology.  

As one team, the Service Desk is setting its sights on assisting customers and end-users outside of the WiFi SPARK locale.  

Utilising its impeccable response times, analytical reporting and exemplary customer service, the team will be looking to share its resources within new fields.