Case Study: Parkinson’s UK achieves scalable first-line IT support with Ultima Business Solutions

Parkinson’s UK - Customer Case Study

Parkinson’s UK, a charity with 380 employees, had grown rapidly over three years and was struggling to maintain the high level of IT support its staff expected with a small in-house team. It needed Ultima Business Solutions to provide an outsourced, remote-first-line helpdesk as the first point of contact, giving users faster support while freeing internal IT to focus on higher-tier support and new projects.

Ultima Business Solutions implemented its Remote Support Desk, combining incident logging, triage, and first-line resolution with escalation to Parkinson’s UK’s existing second- and third-line teams. The result was a seamless extension of the internal service desk that matched the charity’s culture and values, improved scalability across extended support hours, and helped the in-house IT team deliver consistently high support.

Parkinson’s UK

Peter Watts

Head of IS Strategy & Delivery