Case Study: PDSA achieves improved 24/7 IT support with Littlefish outsourced Service Desk

PDSA choose Littlefish for outsourced managed IT services

PDSA, the UK’s leading pet wellbeing charity, needed a more responsive and tailored IT support model for its several thousand users across headquarters, offices, hospitals, and charity shops nationwide. To meet the demands of its always-on operations, PDSA selected Littlefish for outsourced managed IT services, specifically an outsourced Service Desk.

Littlefish implemented a personalized 24/7 front-line IT support service using its “team within a team” approach, designed around PDSA’s specific needs rather than an off-the-shelf offering. The solution aimed to deliver a 70%+ first contact resolution target and a six-second average response time, while improving service desk availability, speeding incident resolution, reducing user frustration, and driving cost efficiencies and productivity gains for PDSA.

PDSA

Tim Hodge

Chief information Office