ISG provides new build, refurbishment and t-out services for owners, developers and occupiers. The nature of the business means that ISG has a host of remote projects located in small, temporary offices - and Ramesys' Managed Help Desk was the perfect solution in providing IT support for its users.

Provided by Ramesys from its Nottingham office, the solution includes: Telephone support through a dedicated number, operating from 8:00am until 6:00pm Monday to Friday, with additional hours if needed; a 'single call x' and, where this is not possible, intelligent routing to a point where the call can receive attention from the product experts, including ISG IT personnel and a quick response for each telephone enquiry, with the capacity to handle email, fax and other forms of correspondence.

"Previously, I must admit I was not a great advocate of outsourcing, but my experience with Ramesys has impressed me. This has really changed my mind about managed services, " says John Dowell, Head of Information Systems at ISG.

One of ISG's values is being 'obsessive about detail' and partnership with Ramesys is enabling the company to deliver to its clients.

John Dowell  has no doubts about the effectiveness of the Help Desk managed service: "We have up to 60 customer projects at any one time - this can be just a one-person project or a team of up to 40, based externally at the customer's site. We tend to have very short notice of some of these projects and my IT team can trust Ramesys to effectively support these sites to the same level of service as if they were based at one of our permanent offices. My in house IT team is now able to focus on business application projects rather than being stuck dealing with day-to-day queries," concludes Dowell.