Out of Hours IT Support

Within all organisations, there is an ongoing ‘tug of war’ between the need to provide support to the user community (including escalation support in the event of a Major Incident) and the significant cost of providing these services outside of core hours. To this end, Pink Elephant is pleased to offer a simple solution: offering a dedicated or shared Out of Hours Service Desk at less than the cost of your core hour Service Desk Analysts.

Pink Elephant EMEA’s Out of Hours IT Support ensures your operations continue uninterrupted, 24/7, 365 days a year. Whether it’s early mornings, evenings, weekends, or bank holidays, our expert IT professionals are always on hand to keep your IT systems running smoothly.

We understand that every organisation has unique IT support needs, which is why our service is flexible, scalable, and tailored to fit your organisation. Our Service Desk acts as an extension of your team, providing proactive monitoring, troubleshooting, and incident resolution, just like an in-house IT department—only available whenever you need it.

As you would expect from Pink Elephant, our Out of Hours Service Desk service is built on ITIL and SDI best practices. Using your current ITSM technology, or our in-house ServiceNow Managed Instance, our Service Desk Analysts will log, troubleshoot and, where applicable, resolve your customers’ issues via a walk-through or via remote access (using integrated BeyondTrust secure remote support). Detailed reports of out of hours activity are then shared with your morning shift staff to deal with as necessary.

As our team become more familiar with your organisation, or with a solid assignment model from you, our Service Desk Analysts can also be deployed on a shorter-term to assist with backlog management, or as supernumeraries during normal operating hours if there is a need to optimise team sizes against available budgets.

Top 5 Benefits of Out-of-Hours IT Support

1. Increased Productivity Across Time Zones – For global organisations, 24/7 IT support ensures teams across different regions receive immediate assistance, reducing downtime and enabling seamless operations.

2. Improved Customer Satisfaction – Providing IT support outside core hours enhances the customer experience, ensuring urgent issues are resolved promptly, even at night or on weekends—setting you apart in competitive markets.

3. Strategic Resource Allocation – Outsourcing IT support frees up your in-house team to focus on strategic initiatives, driving efficiency and business growth while ensuring IT issues are expertly managed.

4. Cost Savings – Hiring a dedicated in-house team for out-of-hours support can be costly. Outsourced IT support offers a more affordable solution, giving you access to skilled engineers without the overhead of full-time staff.

5. Proactive Monitoring & Issue Resolution – Out-of-hours support goes beyond fixing problems; it includes continuous monitoring, maintenance, and cybersecurity measuresto prevent disruptions and ensureround-the-clock operational stability.

Why choose Pink?

24/7/365 Coverage

Our Managed Service Centre is open 24/7/365

Lower operational costs

Our fully managed service is accompanied by considerable cost savings and more…

Performance Driven

KPI driven with a significant focus on first time fix and response…

Multilingual Support

English, French, German, Spanish, Italian, Portuguese, Dutch and more

ITSM Thought Leadership

Globally recognised ITSM Thought Leader for over 40 years

Innovation

Leading edge technology and future-equipped service capabilities