IT Service Desk

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IT Service Desk Support and Device Management

Fast, people-first IT service desk support with clear ownership, automation, and measurable outcomes.

Challenging times call for an experienced Managed Services provider

As New Zealand organisations grow, IT support becomes harder to scale, govern, and optimise. Common challenges include:

IT teams consumed by reactive, repetitive support requests and service requests instead of strategic initiatives
Difficulty delivering consistent 24/7 support for distributed or remote workforces
Limited visibility into service performance, service quality, risks, and recurring issues
Governance, compliance, and security gaps across devices, users, and access
Reduced resilience when disruptions occur or key IT staff are unavailable

A modern service desk can reduce support costs, improve response times, and boost end-user satisfaction, especially as ticket volume rises with business growth.

Challenging times call for an experienced Managed Services provider

The CBS Smart Service Desk

Our service desk solution combines people, processes, and enterprise-grade service management software to streamline support from multiple channels, consolidating support tickets into a single, organised interface and ensuring every issue has a clear owner.

CBS provides a modern and smart service desk that acts as a seamless extension of your IT team, combining human expertise with intelligent automation and analytics to deliver reliable, experience-led service delivery.

Support channels include phone, email, chat, and self-service, with clear SLAs and reporting:

Rapid resolution of everyday IT issues and technical issues impacting employee productivity
Consistent end-user support across locations, devices, and working environments, including remote support
Secure handling of access, devices, and incidents aligned with compliance requirements
Scalable support models that flex as the business grows and priorities shift

Comprehensive support services across the digital workplace, from password resets to escalation for complex issues. All services are delivered with a focus on speed, consistency, and minimal business disruption.

Our Service Desk operates as a single point of accountability, ensuring every issue is owned, managed, and continuously improved.

A Service Desk designed to drive real results for your people and leaders

Fast, friction-free support

Employees get quick, simple help with clear ownership and a single point of contact. Automation and AI-assisted triage speed up routing, surface the right fixes faster, and reduce repeat requests—so productivity stays high and downtime is minimised.

One accountable partner

A single point of accountability ensures issues are owned end-to-end, with clear escalation and no finger-pointing. Automation keeps handovers tight—with consistent workflows, status updates, and fewer “stuck tickets” between teams.

Consistent experience everywhere

Standardised processes, a shared knowledge base, and strong knowledge management deliver the same high-quality support across locations, devices, and teams. We strengthen our self-service with automation (guided fixes, knowledge suggestions, and repeatable requests), so users get faster resolution without needing to log everything as a ticket.

Control and visibility for IT

Clear reporting and insight into ticket volume, categories, and resolution times give IT leaders confidence and transparency. Automation provides cleaner data and trend visibility, helping identify recurring issues, reduce noise, and prioritise improvements that prevent tickets in the first place.

Security built in

We securely handle access, devices and incidents as part of everyday operations, reducing risk without added complexity. Automated workflows support stronger governance—consistent access handling, device actions, and auditable processes for common requests and incidents.

Scales as you grow

Support flexes with your organisation, freeing internal teams to focus on strategic priorities instead of day-to-day firefighting. Automation absorbs volume, reducing manual effort and improving consistency as demand increases—so service quality doesn’t drop when your workforce grows.

A Service Desk that supports and grows with your business.

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Key elements of the CBS Smart Service Desk offering

Endpoint and device management built in

We manage devices across the endpoint lifecycle — from onboarding and configuration to patching, compliance, and secure access — helping keep your operating system, applications, and security controls up to date. We ensure devices remain secure, compliant, and optimise, reducing incidents before they occur.

We manage the full lifecycle of your users and devices, ensuring employees are productive from day one and are securely off-boarded when they leave.

Automated account and user management (AUM)

We streamline onboarding, movement, and off-boarding through structured and automated processes:

Joiners. Day-one ready with correct access, applications, and devices
Movers. Seamless updates to access and roles as responsibilities change
Leavers. Immediate, secure de-provisioning to reduce risk.

Outcome: consistent access, improved security, and a better employee experience.

Key elements of the CBS Smart Service Desk offering

Security and proven performance built into everyday support

Security is embedded into every aspect of our Service Desk operations:

Standardised endpoint configurations and ongoing hygiene reduce recurring incidents
Access controls and identity management minimise risk and account-related issues
Visibility and reporting support audit, compliance, and governance needs
Reduced disruption through proactive issue prevention

Our service desk consistently outperforms industry benchmarks, delivering measurable improvements in speed, quality, and user satisfaction — outcomes you can confidently report internally.

Why choose CBS for your Service Desk support

You’ll get a service provider that goes beyond “close the ticket” support:

A dedicated support team with strong technical expertise
Reliable support across multiple locations with remote support and on-demand assistance that's experience-led by design, focused on employee experience (EX)
Service desk capabilities that improve service delivery over time (not just reactive fixes), including an automation-first approach to reduce demand and improve efficiency.
A partnership model that reduces operational noise and helps prevent issues before they impact employees and customers, and proven delivery at enterprise scale.
Support aligned to best-practice frameworks like IT infrastructure library (ITIL) principles, including incident, problem, and change management.

“Working with Canon Business Services, we have been able to develop our in-house capability significantly. We’ve implemented a range of architecture and technical improvements to our environment, onsite technicians across three states, and a tailored service desk that complements our in-house team.” Justin McKenzie, Enterprise Solutions and Infrastructure Manager, Wellways Australia

Case Study

Explore how Canon Business Services helps its customers to grow their businesses with smart and sustainable technology solutions.

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Our approach

We believe no business succeeds alone. That’s why we partner with you—taking the time to listen and truly understand your goals, challenges, and opportunities.

With that insight, we plan the right‑fit solutions that balance technology, process, automation, and talent, then deliver with precision and care.

The result is a trusted partnership that helps you stay agile, resilient, and confident as you move forward to meet your desired outcomes.

Our approach

Other IT & Operational Managed services

We deliver a range of Managed services to help you achieve more.

IT Service Desk

IT Infrastructure Management

Network Managed Services

Managed Microsoft 365

Azure Managed Services

Mailroom Management

Executive Concierge & Hospitality

Offshore Staff Resourcing

Digital Mailroom Services

Print Management

Endpoint Management

Managed communications

IT Staffing Solutions

All services

Frequently asked questions

What’s the difference between a help desk and a service desk?

A help desk focuses on quickly resolving technical issues (password resets, software problems, connectivity issues). A service desk is broader: it supports service management, incident management, service requests, a knowledge base, reporting, and continuous improvement — so support becomes more reliable over time.

What types of IT issues can the service desk assist with?

Common support services include password resets, software updates, hardware troubleshooting, network connectivity issues, mobile device management, account access, and escalation for data backup and critical issues. We can deliver services via remote support or on-site as required, depending on complexity and business needs.

How secure is information shared with the IT Service desk?

CBS applies security measures to protect sensitive data and information, including access controls, secure remote support practices, and governance aligned to compliance needs. Where relevant, incident management processes support traceability, auditability, and risk control.

Can the IT service desk support mobile devices and remote access?

Yes. We provide on-demand support for mobile devices, remote access setup, connectivity troubleshooting, and device management, supporting end users across multiple locations and working environments.

How easy is it to contact the IT Service desk?

Users can reach the support team via phone, email, chat, or a self-service portal. This provides direct access to expert assistance and fast resolution when issues arise.