SUPPORT
Supporting digital services requires specialist expertise and knowledge. We ensure you can have confidence in the performance of the systems underpinning your digital operations.
The team in Northern Europe work across the entirety of our product portfolio in both a Service and Project Deployment capacity. Within Dedalus there are around 180 dedicated delivery staff working in the region.
All of our services are underpinned by international best practices and standards, including ITIL, COBIT, COPC, CMMI, PAS99, ISO22301 (Business Continuity), and ISO 31000 (Risk Management).. Our Service Desk Services adhere to ITIL best practices, and our agents are highly trained support professionals. Each Dedalus Service Desk location employs strict quality programmes to make sure users are satisfied with the results each time they contact our team.
Our hosted solutions are monitored 24 x 7 x 365 by our Security Operations (SOC) team who have unrivalled Healthcare cybersecurity expertise.
Our solutions are ISO 27001 compliant. This compliance extends to our sites and healthcare data centers. We operate a Continuous Service Improvement (CSI) program where any issues that cannot be resolved at source in the first instance are continually reviewed in order to minimise impact until a full and final resolution can be implemented. All Severity 1 incidents are managed via our Major Incident Management (MIM) Process where a Major Incident Manager is assigned to co-ordinate the service restoration activities. The MIM process engages the service restoration team, which is a collection of appropriate technical and delivery specialists, and 3rd parties (where appropriate) onto Technical bridges to investigate and resolve the issue.
Each incident is subject to a Root Cause Analysis (RCA) process to fully understand the cause of the interruption of service and to prevent future reoccurrence and impact. Our team works in collaboration with the end users to complete any residual actions and activities identified as part of the RCA to ensure completion.
A desire for excellence in our service delivery lies at the heart of everything we do. We understand that, as a minimum, Dedalus is expected to be compliant with industry standards, models, and regulations. We aim to go beyond this by ensuring that our clients can rely on us to deliver high quality services, to learn from our experience in delivering healthcare-centered services and to continually improve our services to customers.