“We had been contracting out the support desk to external providers for several years but it just wasn’t delivering what we needed as a business. If issues arose, a lot of it was fixed via remote controlling onto staff devices, but the timeliness of the response was poor and lacklustre. …

“Up until January this year, we’d always relied on a simple call logging system to run our Service Desk but it was no longer fit for purpose. The time had come to replace it with the latest technology that could support a truly first-class business and maintain our well-deserved international …