Tikit is a leading provider of innovative and specialist technology to the Legal and Professional services sector with over 1500 law firm clients globally and is part of Advanced. Tikit have also won ‘Supplier of the Year – Small and Medium Enterprise’ at the 2017 British Legal IT Awards.

What types of customers do you support?

Tikit support over 1500 clients within the Legal & Professional Services industry. Our clients include some of the largest global law firms and solicitors who use our own IP software that includes P4W, a Practice and Case Management System, Carpe Diem time keeping solution, eMarketing, and our Template Management System.

What made you join SDI?

We were keen to join the community that promotes best practice standards, allowing us to improve both individually and as a team, whilst consistently developing the service we provide to our clients.

What is the greatest challenge faced by your service desk?

Tikit have recently invested into building a library of resources that can be accessed externally through our Client Portal. Encouraging clients to adopt a self-help philosophy is a key focus, however, we’re mindful that a balance should be kept between efficiency and maintaining the excellent customer service our clients expect.

What membership resources have benefited you the most and why?

We have attended the SDI annual conference for the past few years and always thoroughly enjoy the event. Listening to a diverse selection of speakers enables us to learn about different experiences and scenarios within the helpdesk arena. We have also attended several workshops and virtual webex events that have been included as part of our membership package.

What one achievement (of the service desk) are you most proud of and why?

Tikit have achieved ISO 9001 certification each year since 2009. This internationally recognised standard enables us to follow a framework of key processes that are designed to provide customer focus. By following the ISO 9001 standard, we have continued to improve our service delivery. We are rigorously audited each year by an external company and this ensures that we maintain our high levels of customer service.

What characteristics within your team make it stand out from the crowd?

Our team consists of a mix of people of all ages, backgrounds, and skillsets. Every person in the team brings their own personality and experiences to the work we do. Opinions are encouraged and welcomed so that we can provide the best solution or advice.

Why is it important to be part of a network/community?

It provides an opportunity to mix with organisations who face similar challenges and the ability to learn from others. Working in collaboration with others, as opposed to working independently, often results in the best outcome for different situations.

Quick Facts:
  • Service Desk Manager: Miles Osborne
  • Business type (e.g. education, finance): Legal technology provider
  • Location of service desk: UK (with some staff based in Canada & New Zealand
  • Size of team: 26
  • Days and hours of operation: 09.00 – 17.30 as standard
  • Multi-lingual?: Yes! Our team can speak English, French, Italian, Greek, Bulgarian, Russian, and Portuguese
  • Number of customers supported: 1500 worldwide
  • Calls received per day: approx. 150
  • ITSM Software: Hornbill SupportWorks
  • Longest serving team member: Miles Osborne at 25 years



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