Service Desk Support

The Virtual Forge's Service Desk Support provides lightning-speed issue resolution to all our solutions.

Service Desk Support

The Virtual Forge's Service Desk Support provides lightning-speed issue resolution to all our solutions.
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companies who trust The Virtual Forge with their software

Mature and expert Service Desk services

The Virtual Forge Service Desk team serves as a stable and resilient support structure. It underpins the The Virtual Forge's products and services, ensuring swift and comprehensive handling of any issues experienced by customers.

By being integrated directly into our data-driven custom software development process, they work closely with testers and developers to provide end-to-end support.

Our Service Desk team deliver swift responses and resolutions to client inquiries, ensuring seamless collaboration.

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Service Desk support for winning solutions

To guarantee optimal conditions, The Virtual Forge Service Desk services is designed to adapt to every team and project. Our experts incorporate different solutions for different problems, always working towards a common goal.

In the course of this intricate collaboration, we will familiarise ourselves with your team, procedures, and technological infrastructure. We will establish an extensive knowledge repository and implement the necessary tools to consistently deliver exceptional support services tailored to your needs.

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Technical Support Services

Technical support services offer clients the first point of contact when issues are raised via our ticketing system. The team will triage the issue, gather relevant information, and prioritise understanding the incident. They will then respond with a resolution or collaborate with second line support teams to address the issue. Service operators will keep the client informed of progress, and work through until final resolution.

Application Support

Applications developed by The Virtual Forge undergo a structured process from scoping and development to testing, client approval, and production implementation. As part of the pre go-live process, our technical support services are trained on the application usage and collaborate with testers to troubleshoot systems, provide training, and guide clients. Once in production, service desk support team becomes the primary point of contact, offering first-line support.

DevOps

The DevOps team are responsible for designing, provisioning and maintaining the infrastructure and cloud services which underpin the solution. The team works in close collaboration with the development team to ensure that key features of the cloud are implemented from the start, so that security, resiliency and elasticity are core to the application.

Cloud infrastructure can then be configured to provide a measure of self-healing to the application, as it responds to elements becoming ‘unhealthy’ and executing a designated resolution, such as replacing a failed instance. During the support process, the DevOps team can use their knowledge of the system’s infrastructure to either diagnose and resolve faults or to assist in troubleshooting issues.

Program Support

Program support is a key element of what makes adoption of the new system or process happen quickly, and what makes it “sticky” over the long term.

At project outset, we work with our customers to design a business-led vision that will identify the benefits they aim to capture and how technology can be applied to those goals. 

Throughout the project lifecycle, The Virtual Forge team engages with technology and business stakeholders to ensure that their unique perspectives and understanding are incorporated into the project planning and delivery. For successful implementation and ongoing adoption, The Virtual Forge Program Management seeks to ensure that all users are aware of the upcoming changes, understand the goals and objectives associated with them, and are committed to using them and ultimately adopting them. 

Service Desk support key benefits

Clients using our managed services experience numerous advantages. By relinquishing the responsibility of day-to-day tasks and complex technology projects, they allow themselves to dedicate valuable time and attention to their core businesses.

A single point of contact for increased productivity

By offering a single point of contact in which you can ask questions, raise bugs, receive information and provide feedback about the product under one roof, the time to solution can be reduced, resulting in increased productivity.

Reliable systems for unwavering reassurance

At The Virtual Forge, we aim to design and deliver beautiful data-driven solutions while also ensuring the development of effective and well-maintained systems. Our commitment to customer satisfaction includes providing accessible support just a few mouse clicks away, giving you peace of mind while utilizing our services.

Safeguarding excellence: 24/7 protection

Regular monitoring, maintenance and security enhancements ensures The Virtual Forge products and data are as safe as possible 24/7.

Cost-effective excellence

With quick responses and minimal operational downtime, The Virtual Forge Service Desk team works tirelessly to keep systems in place and working efficiently. Well supported, reliable systems are essential for maximum productivity and customer satisfaction, leading to a world class user experience and reducing operational costs.

Embrace the future and start your data-driven journey with us today.

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Why The Virtual Forge?

Our experts are trained and involved in product testing during the development phase of the project lifecycle, being a key asset to the product / service launch and its ongoing progression. The secret ingredient to a successful launch and the ongoing progress of our offerings.

Quality is our core focus. Our team ensures high standards through rigorous quality assurance processes, thorough testing, code reviews, and continuous improvement.

Quality

A team of creative and analytical minds leverage cutting-edge technologies and out-of-the-box thinking to deliver innovative software solutions. We’re always on the lookout for new technologies that can enhance our offer, helping our clients materialise their needs into new systems that streamline their business processes.

Innovation

Our track record is a testament to our reliability. Always by our client’s side, ensuring that nothing is left to chance. With our commitment to excellence, we pride ourselves on delivering dependable solutions that businesses can trust. 

Reliability

A The Virtual Forge Divider

Speeding up ticket resolution

Clients can secure their product or service with a Service desk contract and raise tickets using the 'Freshdesk' system. Upon submission, an acknowledgment and reference number is received for seamless issue tracking until resolution.

Our Service Desk team triages and responds to queries, collaborates with development teams, and gathers necessary information for issue resolution. Tickets can be conveniently raised via an online portal or email. Using the portal, customers can track their tickets individually or for their company.

1

Initial Ticket

Upon encountering an issue or requesting assistance, the client initiates a ticket submission. This marks the start of a streamlined process where concerns or requirements are documented and monitored, ensuring efficient resolution and timely support.

2

Triage

The Virtual Forge Service Desk acknowledges the ticket receipt and conducts initial triage.

3

Advice Action

Upon identifying the need for remedial advice or action, proactive measures are swiftly implemented to address the situation. Alternatively, to ensure a comprehensive understanding of the issue, additional clarification questions may be posed to gather the necessary details for a thorough resolution.

4

Dialogue

The dialogue between the Service Desk and the client persists until a satisfactory resolution is reached, ensuring that all questions and concerns are addressed and resolved.

5

Developer Support

If deemed necessary, second-line developer support is quickly activated to offer the expertise and assistance needed for a timely resolution.

6

UAT Environment

The solution is deployed to a secure "UAT" environment and undergoes client approval before final implementation.

7

Deployment

Once approved, a fix is deployed to the production environment for final sign off and ticket closure.

Tools & Technologies

Cutting-edge technologies and instruments are employed throughout our process. It couldn't be differently. If we want to build the best, we need to leverage the best.

Staying quiet and static is not part of our core. All our professionals are constantly learning and staying up to date with current certifications, trends, and requirements within the industry - always reaching out to provide the highest quality services to our clients.

Service Desk support tools and technologies

Cutting-edge technologies and instruments are employed throughout our Service Desk process. It's only natural, as building the best requires leveraging the best.

All our professionals are constantly learning and staying up to date with current certifications, trends, and requirements within the industry - always reaching out to provide the highest quality services to our clients.

Case studies

Customers of varying scales and industries consistently rely on The Virtual Forge’s data-driven custom software solutions to expand their businesses. Find out more about how this works in practice, and have a look at some of our case studies, covering a diverse range of projects. We are proud of our work, and you can now see why.

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Accredit

Revolutionise the management of events

Accredit Solutions required a technology partner to revolutionise the management of their events, by building a digital platform to manage large scale events.

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AWS

Using AWS to manage and deliver a global LMS

Delivering content to thousands of users, simultaneously, all over the globe.

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Clean Car

Building a New Data Solution to Drive Environmental Efficiencies in Mobility

The Virtual Forge was responsible for creating a new technological solution for CleanCar, a smart analytics platform that can help fleet operators assess the costs and benefits of switching from ICE to EV fleets. The challenge was to rebuild the previous solution from the ground up to be capable of handling the large data influx.

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Dubai South

Web and mobile site created for 'The City of You'

Developing a web and mobile site that would match a city vision through a personalised digital experience.

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Kelda

Delivering UX UI and Front End Development for a Drilling Technology Company

Kelda Dynamics approached The Virtual Forge for assistance in developing a breakthrough solution for precision controlled drilling of depleted oil wells.

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Logitech

Using Design Thinking to deliver a Targeted Solution.

Logitech tasked The Virtual Forge with creating a tool to help them put together visually stunning and dynamic proposals.

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Neo-RM

An innovative platform to automate regulation and governance

Experienced senior managers from the Financial and Investment Banking industries identified a glaring gap for an automated system for governance and compliance management.

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Ford

Setting the Standard for Automotive Training with New Learning Management System

The Virtual Forge was selected by Ford of Europe to deliver a new Learning Management System (LMS) that improved the training experience for its workforce and was more effective and transparent for the business.

Service Desk Support

FAQs

What are the key factors influencing the cost and effort involved in test automation?

Test automation front loads the testing work. Automated test cases must be implemented by an automation engineer, this process typically takes longer than designing an equivalent set of manual test cases. Once the test cases are implemented, the cost to execute them is very low, since they are executed by a non-human agent (there are possible infrastructure costs associated with hosting the server that runs the automated test cases, but these costs are much lower than the cost of having functional testers run test cases). 

Why does The Virtual Forge use a code-based approach?

Codeless platforms allow testers to record test steps that are executed by a functional tester. These platforms then allow the recorded test steps to be executed in an automated manner. It’s possible to parametrize the test steps, reusing the recorded test steps when there is data or environment variations. Codeless platforms reduce the time needed to create the automated test steps, they also allow for testers without coding skills to implement automated tests. Most of the codeless platforms are paid, and although cost varies from supplier to supplier, using these platforms can significantly increase the project cost.

A code based approach to automated testing brings to the top of the table increased control and flexibility over the implementation of the automated test cases. Test cases are implemented as code, using libraries designed for it. This added flexibility translates into less time needed to improve, extend or modify existing test cases. Code can be reused, which means that as more test cases get implemented, less time is required to implement new test cases. 

Is failing an option in a design sprint?

Yes, failing is an acceptable and valuable option in a design sprint. In fact, embracing the possibility of failure is an integral part of the design sprint methodology. Design sprints encourage experimentation, rapid prototyping, and user testing to gather feedback and learn from failures or shortcomings.

By creating a safe space for testing and exploring ideas, design sprints allow teams to identify and address potential issues early in the process. Failures or setbacks during a sprint provide valuable insights and learning opportunities that can lead to better solutions and iterations.

Does my team need to commit to being present during the 5 days of the sprint?

The success of the sprint relies on active participation, collaboration, and collective decision-making throughout the process. Each day of the sprint builds upon the progress made in the previous days, and continuity is essential to maintain the momentum and ensure a cohesive outcome. Therefore, it is highly recommended that all team members commit to being present throughout the entire duration of the sprint to fully engage in the activities, discussions, and decision-making processes.

Who needs to be present during a Design Sprint?

During a full Design Sprint workshop, several key participants should be present to ensure a comprehensive and collaborative approach. The Design Sprint benefits from having a diverse group of team members from various disciplines, to bring their unique perspectives and expertise to the table, fostering creativity and holistic problem-solving.

Ideally, the Design Sprint should include 3-6 participants who play key roles in decision-making, possess expertise in the problem area, and represent the design, development, and testing fields within your business.

How do I know if a Design Sprint is right for my challenge?

A Design Sprint is an extraordinary concept to validate a large number of challenges.

It's a highly flexible framework, which be tailored to fit a plethora of different problems. At The Virtual Forge, we have delivered Design Sprints for products, services, internal and external digital solutions. All in all, a Design Sprint is great for almost any kind of challenge.

Can testing services be customised to fit my unique project needs?

Yes, testing services can be customised to suit your unique project needs. Testing services are typically flexible and can be tailored to accommodate your specific requirements, whether it's a specific testing methodology, industry compliance, or integration with your existing development processes.

How do testing services help in ensuring software quality?

Testing services employ systematic testing methodologies and techniques to identify defects, validate functionality, and ensure that the software meets the desired quality standards. They help uncover issues early in the development cycle, allowing for timely resolution and preventing potential problems in the production environment.

Why is Testing so important?

The main benefits of our Software Testing Services are early detection of errors, reduction of risk and validation of the quality of the system.

What are Testing Services?

Software testing is the process of verifying that a software or application does what it is intended to do.

This is not necessary limited to, we also have in consideration:

  • What is defined as scope of the product.
  • Guarantee that the product is responsive across different devices.
  • Execute cross browsing tests.
  • Check that the product is in accordance with the pre-defined designs.
  • When applicable, confirm that the product is translated  for different languages.

How do we complete a design system migration?

Quite often we’re able to import at least part of your existing design system into whichever design program you would like to move to. We would then work with your design team to recreate the components in the new software, in brand new, pixel perfect components. These components will be fully layered, meaning we will begin with your smallest components, like icons, and incorporate these into the larger components. Then in the future, updating an icon, will update it throughout your whole component set and libraries.

What is a design prototype?

A prototype is a preliminary representation or simulation of a product or user interface that allows designers to visualise and test their ideas before the final development stage. It serves as a tangible, interactive model that replicates the intended functionality and user experience of the actual product.

Prototypes can range from low-fidelity sketches or wireframes to high-fidelity interactive mockups, depending on the level of detail required to gather meaningful user feedback and validate design decisions. By creating prototypes, UX designers can effectively communicate their concepts, gather user insights, and iterate on designs to refine and improve the overall user experience.

What is User Testing?

User testing is the process of gathering feedback from users to evaluate and improve the usability and overall user experience of a product or service. It involves observing users as they interact with the product or service and collecting data on their behaviours, attitudes, and opinions. User testing can be conducted in various ways, including in-person interviews, online surveys, and remote usability testing.

The purpose of user testing is to identify areas where users are struggling or encountering issues while using the product or service. User testing helps designers and product teams better understand the needs and preferences of their target audience, enabling them to make informed design decisions and create products that are more intuitive, user-friendly, and effective.

What is a Design Sprint?

Design sprints emerged as a revolutionary methodology, originating at Google Ventures, to accelerate product development.

In just five days, cross-functional teams collaborate intensely to uncover user needs, analyse market insights, and create prototypes for rapid testing. By compressing months of work into this short timeframe, design sprints minimise risks and allow teams to iterate quickly, resulting in a well-defined vision, refined prototypes, and an actionable roadmap.

This process empowers organisations to confidently move forward, armed with clarity, direction, and a competitive advantage, as they embark on the journey of turning ideas into game-changing innovations.

What is UI Design?

User Interface Design (UI) focuses on the aesthetics of the design that users will specifically interact with. This includes buttons, typography, visual features, and so on. The specialists at The Virtual Forge will work with you to craft your unique UI design that unlocks the full potential of your solution. 

What is UX Design?

User Experience Design (UX) refers to the overall design and the specific experience, such as feel and impressions, that users journey through when interacting with your website. Here, we focus on finding solutions to all user problems to guarantee an accessible, enjoyable experience. 

Do I need a Servicedesk support contract?

Yes! Ensuring a support contract is in place means that as a Virtual Forge client you are not simply acquiring an elegant solution, but you are ensuring its maintenance and ongoing development now and in the future.

How long does it take to fix an issue?

It depends on the complexity of the issue; oftentimes it can be resolved within the hour. If it is a low priority or particularly complex issue this can take longer, as the fix needs to be channeled through our Agile sprint process from fault finding / diagnosis / fix testing / final deployment. Our clients are liaised with regularly throughout the ticketing process.

How quick can I expect a response?

An immediate response is automatically generated to our customers so there is a tracking number which can be referenced during triage. With Service operators in Europe and US, response times are typically within 30 minutes during operational hours.

I’ve found a problem, how does it get fixed?

All clients with a The Virtual Forge Servicedesk contract have access to our ticketing system. A ticket can be raised through an online portal, or simply by sending an email. The ticket is received, triaged and answered by our team of analysts. If our first line support are unable to resolve the issue, they will liaise with relevant developers / DevOps teams to address the issue, keeping the customer informed at all stages via our ticketing system

How do you ensure timely delivery?

By estimating the work correctly and planning according to the effort required to implement the milestones of a project. Accurately estimating is key to the success of a project. If the estimates match the actuals, there is a high probability of executing the project according to the plan, therefore delivering on time. In order to have accurate estimates, The Virtual Forge relies on experienced business analysts that, together with the client, define the scope of the project, milestone or sprint. Having a good scope definition is a key factor to have accurate estimates.

What is the cost of custom software development, and how is it determined?

The cost of custom software development varies depending on the project. Key considerations are project scope, development time and team, technology stack, customisation and Integration, maintenance  and support.

How do you handle potential changes in project requirements during development?

Our team is agile and is capable of constantly adapting to solve problems and client expectations. Our process of handling potential changes in requirements fall under two core actions:

  • Regular show and tell with the client - ensure the implementation is aligned with the client’s vision of the project; 
  • Short development cycles that allow adding value to projects that are live or in a user acceptance environment - no need to wait months before seeing new functionality added to the build. This allows to fine tune the direction of the implementation and creates opportunities for enhanced scope refinement. Avoid cost increase due to scope changes os scope misalignment;

What kind of support and maintenance do you provide after the software is developed?

Our IT HelpDesk team underpins the products and services of The Virtual Forge, ensuring swift and comprehensive handling of any issues experienced by customers.

Find out more here.

How do you handle Back End Development?

Our Backend development team is specialised in implementing the business logic and data access of the systems we deliver to our clients. This team is focused on understanding and implementing the business rules that underpin our clients’ businesses. 

This team is also expert in implementing data access layers that interact with multiple data sources with a particular focus on security, performance and scalability.

At The Virtual Forge, we like to have a good separation between backend and frontend development. With the amount of new frameworks and the evolution of existing ones, keeping up to speed with all of them (backend and frontend) is virtually impossible. We believe in having specialised developers that focus in one of the two areas. 

How do you handle Front End Development?

The Front-End team at The Virtual Forge is responsible for creating fast, modern user interfaces across a variety of devices. To do this, they work closely with other teams within the company, including the User Experience and Design team for front-end development, and the backend development and data teams for full stack applications.

  • The Front-End team helps to turn the User Experience and Design team’s vision for customer needs into intuitive, pixel-perfect user interfaces. 
  • The team’s goal is to produce user experiences that are both functional and enjoyable for our customers

How do you ensure solution quality?

All our solutions are built with the highest quality standards in mind. That same quality is achieved by:

  • Regular show and tell with the client - ensure the implementation is aligned with the client’s vision of the project;
  • In case of agile methodologies - bring the client closer to the development team by joining regular ceremonies like sprint planning or daily standups;
  • Well defined and detailed test cases, executed by functional testers;
  • UI Automated testing - test more, much faster;
  • Unit testing - we write code that tests our code, ensuring a reduced level of regressions and defects from the backend of our builds;
  • Code reviews - this practice that allows developers to review the code of other developers reduces defects and cross-pollinates the knowledge within the team;

How do you handle project management and communication during the development process?

The Virtual Forge, through its dedicated project management team, handles all the communication with the relevant stakeholders throughout the whole process.

You can find more here.

What is Custom Software Development?

Custom software is specifically designed for a particular organisation or user, tailored to address their unique needs and requirements, unlike generic off-the-shelf solutions.

These bespoke solutions focus on a well-defined set of requirements that align with the client's business rules, processes, on-site conditions, and UX/UI design specifications. The development process aims to design, create, deploy, and maintain software that precisely meets the end-user's needs.

This level of customisation allows the development team to intricately connect and prioritise data inputs and outputs throughout the system while maintaining a detailed level of security and crucial compliance. By constructing the software to meet actual needs rather than generic ones, the system can prevent bottlenecks and performance degradation by optimising for real rather than hypothetical usage.

Learn more in our blog post.

How long does it take to develop software tailored to my needs?

The development timeline for custom software can vary significantly depending on various factors. The complexity of the software, the scope of the project, the number of features required, the availability of resources, and the level of customisation needed all play a role in determining the time it takes to develop software.

Ultimately, it is recommended to consult with our experienced professionals who can assess the specific requirements of your project and provide a more accurate estimate of the development timeline.

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What Our Clients Say About Us

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The Virtual Forge's work has lowered our system downtime and fastened the turnover of tickets on the help desk. The team has executed updates correctly and maintains communication via emails and messages. The Virtual Forge's Co-CEO participation in the project has been crucial.

Tom Blades

Head of Systems Integration

The Virtual Forge successfully delivered a working prototype of the dashboard, meeting our expectations. The team responded quickly to requests and modifications, and they were hands-on, knowledgeable, and receptive throughout the project.

Geir Arne Evjen

CTO

Their collaborative approach fostered a sense of partnership and trust, where our voices were heard and our vision was respected.

Rosanna Turk

Co-Founder

Working with The Virtual Forge was a pleasure. The relationships that we build, quite quickly, led to a really lovely experience. The whole team was highly efficient, creative and tactical.

Toby Lewis

Senior Manager, Collaboration Strategy

Working with The Virtual Forge made everyone enjoy being part of the project. It never felt like two separate teams, but just one big team. Everything felt natural, easy, even when there were challenges.

Heather Read

Learning Centre Team Leader and Systems Specialist

The Virtual Forge Partners

The Virtual Forge collaborates with several strategic partners to guarantee the delivery of cutting-edge services that meet and exceed clients' expectations. We are trusted by some of the most recognised technological brands in the world.

Our Most Recent Blog Posts

When our collective minds come together, remarkable things unfold. Poke around in our latest thoughts, tinkerings and breakthroughs in the realm of all things digital.

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Have a project in mind? No need to be shy, drop us a note and tell us how we can help realise your vision.

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