ICT Managed Service

Telent delivers a centralised, UK based 24/7/365 service desk acting as a single point of ownership for all incidents, service requests and operational queries. This capability ensures consistent service management across complex ICT estates, with full traceability and accountability from first contact through to resolution.

Service delivery is built on ITIL aligned processes, with Telent managing incident, problem and change workflows to ensure controlled resolution, root cause analysis and continuous reduction of recurring issues. Integrated monitoring and alerting tools, operated by Telent specialists, provide real time visibility of system health, enabling early intervention and automated escalation through defined support tiers.

Telent provides flexible resourcing models that combine dedicated on site engineering teams with access to centrally delivered shared service capabilities. On site engineers, embedded within customer environments, deliver day to day operational support, stakeholder engagement and rapid response aligned to local operational requirements.

This capability is reinforced by Telent’s national resource pool, providing access to specialist skills across networks, cloud, security and applications. The model enables services to scale rapidly during incidents, transformation activity or periods of increased demand, without reliance on internal resource expansion.

Telent manages end to end ICT infrastructure across network, compute and connectivity layers, ensuring secure, resilient and high performing environments. This includes the design, operation and optimisation of LAN, WAN and wireless networks, supported by continuous performance monitoring and capacity management.

Server and virtualised environments are maintained by Telent to ensure stability, patch compliance and performance optimisation across both on premises and cloud hosted platforms. Secure remote access and identity services are implemented and managed to control user access, enforce policy and provide full auditability across the infrastructure estate.

Telent delivers full lifecycle management of end user devices, from procurement and provisioning through to maintenance, refresh and secure disposal. Standardised builds and configurations are applied to ensure consistency, reduce complexity and improve support efficiency across the estate.

Device security is enforced through centrally managed policies, patching and compliance controls, aligned to organisational and regulatory requirements. Telent also provides mobile device management capabilities, enabling secure access to systems, controlled application deployment and optimisation of mobile usage and billing.

Telent establishes structured service governance frameworks that provide clear visibility of performance, risk and service outcomes. Regular service reviews are led by Telent to assess delivery against SLAs and KPIs, supported by detailed reporting and performance analysis.

Service data is used to identify trends, recurring issues and optimisation opportunities, feeding into Telent’s Continual Service Improvement programmes. This ensures services evolve in line with operational requirements, driving measurable improvements in performance, efficiency and user experience.

Telent embeds security and compliance across all aspects of service delivery, supported by ISO aligned quality and information security management systems. Dedicated security capabilities protect systems, data and users, with governance frameworks ensuring ongoing compliance and assurance.

Configuration and asset management are maintained through a centrally managed CMDB, providing accurate control of infrastructure components and dependencies. Telent also designs and manages business continuity and disaster recovery capabilities, with regular testing to validate resilience and ensure continuity of mission critical services.