All Services

From back-end infrastructure to personal productivity, Ergo has the knowledge and experience to match technology to all our client requirements. Our strength is understanding your business. The end goal is always the same, to make businesses more agile and competitive.

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Managed Services

Focus on your core business and leave ICT operations and management to the experts. From 24/7 service desk support to managing hybrid clouds, Ergo have the depth and experience to meet the most demanding service level requirements and ensure continuous improvement. 

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Managed People

Competition for talented technology professionals is huge, which is why we make hiring more personal, taking time to match the right people to the right roles. Our technical experience and recruiting know-how help find the perfect fit for both parties.  

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Consultancy Services

Speed of change demands a new generation of digital investments that will drive business enablement and profitability. We support IT leaders, wherever they are on their digital transformation journeys, with our digital assessment methodology. 

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Print and Document Solutions

Our goal is to deliver the best possible print and document service for you, leveraging the latest technologies and innovation to ensure the performance of your print environment is optimised to maximise employee productivity.  We take out costs, add efficiencies, wrap it in end-to-end security and make print integral to digital transformation. 

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Cloud

Agility is key to business success and the cloud is where to get it. We offer a wide range of cloud services – public, private, hybrid – and provide the best of both worlds by integrating or migrating legacy systems to streamline the way your IT is consumed. 

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Digital Enablement

Ergo provides a clear roadmap for digital transformation with practical steps to make businesses more agile and customer-centric

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Mobility and Collaboration

Ergo has provided many of Ireland’s largest organisations with an ecosystem of mobile applications and collaboration services that drive productivity without compromising on security

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Software Licensing

Businesses struggle to manage software assets and don’t always get the best value. We can help streamline your software purchasing, simplify deployments and maximise your investments. 

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Security, Risk and Compliance

Risks around cyber security and data protection are an ever-increasing challenge for businesses. We provide security lifecycle management, from perimeter testing and threat analysis to mitigating the impact of a breach. 

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Microsoft Technology Specialisations

With the largest team of Microsoft IT professionals in Ireland – including two Most Valuable Professionals our expertise spans a comprehensive portfolio of products/services

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Delivering a Better Service Desk Experience

Delivering a Better Service Desk Experience

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Delivering a Better Service Desk Experience
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Delivering a Better Service Desk Experience

As we continue to develop and expand our Managed Services business, driven by principles around customer service that are core to our company, it seems a long time ago that Ergo decided to 'put the customer at the heart of everything we do'.

We always understood the importance of being customer focused – serving the people who pay our salaries is in our DNA – but we wanted to find ways of conveying our commitment at the most crucial points of contact. We needed to ensure that our customer focus was evident at the most primary touch point within our organisation – the service desk. I am delighted to be part of a team that has achieved that.

People Power

What makes a great service desk is its people and I'm proud to say we have the best. This hasn't happened by chance. When we interview candidates for the role, a high percentage of an individual’s scoring relates to their interpersonal skills. When I sit in on an interview I’m not there to quiz the candidate on their technical ability – that's covered in a separate technical evaluation – I’m there to assess their cultural fit.

Having been an employee of Ergo for 21 of its 23 years, I’ve grown up in an environment that puts the customer at the centre of our business, which makes it very easy to identify new recruits that are a good fit. The people we select for frontline support are a big part of our continued success which is why it’s so important that they encapsulate the Ergo culture and values.

Any of our customers will tell you that we're not about churning tickets; there's no sense of being rushed through a process, the 'get them in, get them out' approach that we’ve all come experienced with service companies. If our customers don't have a good experience when they call in an incident or have a request pending, then we have failed. 

Empathy and Understanding

From the first moment the customer makes contact, our team of skilled technical resources are at hand to address their issue. But soft skills are as important as technical knowledge because customer support is about much more than solving a problem – it's about being attentive, considerate and available.

By partnering with a specialist coach we train our team on an ongoing basis, so that they have the people skills and empathy that is so important for a front-facing role. If someone is calling a service desk, they have a problem and are more than likely under pressure. Our job is to solve the problem and relieve the pressure. It might sound simple, but it’s taken many years to create a culture that ensures it happens. 

If you are interested in joining the Ergo team, please see our Careers Page for details of our current opportunities.

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