24×7 Managed Service Desk for a UK Digital Signage Leader
A 100% offshore, 24×7 L1 & L2 service desk keeping 4,000+ signage assets healthy across rail, road and airports — covering incidents, requests, daily checks, content scheduling and commissioning.
Problem Statement
A UK digital signage leader operates thousands of displays in unforgiving, high-visibility environments — rail stations, roadsides and airports — where a dark screen is immediately noticed. Keeping 4,000+ varied assets and players healthy demanded disciplined, always-on support the client could not sustain in-house.
They needed a partner to run an offshore, 24×7 desk covering everything from incident triage to content scheduling, daily health checks and new-screen commissioning.
- 4,000+ assets across rail, road and airport, each highly visible when down.
- Varied display types and media players to support.
- Round-the-clock coverage needed, cost-effectively.
- Support spanning incidents, requests, scheduling and commissioning.
Business Goals
The outcomes this engagement was designed to achieve.
Our Offering
The services and capabilities Trusty Bytes brought to this engagement.
Helpdesk (L1)
First-level assistance to employees and clients for queries and issues, with diligent follow-up and follow-through to closure.
Incident Management (L2)
Respond to incidents, perform remote triage, and escalate as needed to minimise downtime.
Request Fulfilment
Handle requests around asset info, status checks, content scheduling and asset registration.
Daily Checks
Verify asset functionality; monitor processors, control software and displays; review content-scheduling reports.
Commissioning & Migration
Support new-screen commissioning, migrations, decommissioning and asset creation.
Dashboards & Customer Reports
Maintain operational dashboards and deliver quarterly customer reports for the end client.
Scope of Work
- L1 helpdesk & L2 incident management
- Remote triage & escalation
- Request fulfilment
- Daily health checks
- Content scheduling
- On-site visit coordination
- Commissioning & decommissioning
- Dashboards & quarterly reports
- 24×7 staffed service desk
- Incident & request handling to SLA
- Daily check reports
- Operational dashboards
- Quarterly customer reports
- On-site hardware repair (coordinated with suppliers)
- Content creative production
- Network provisioning
Solution Overview
Trusty Bytes stood up a 100% offshore, 24×7 technical desk providing both L1 and L2 support for the client's signage estate. The team handles helpdesk calls, incident triage and escalation, request fulfilment, daily health checks and content scheduling — and supports the whole asset lifecycle from commissioning to decommissioning.
Standardised runbooks, monitoring and dashboards keep a varied estate of 4,000+ assets healthy and give the client clear, quarterly visibility of performance.
The desk operates on ITSM tooling with defined SLAs, backed by monitoring and remote-diagnostic access to displays and players. Daily checks verify processors, control software and content schedules, catching issues before the public does.
A follow-the-process model — clear runbooks, escalation paths and shift handovers — makes fully offshore, round-the-clock operation reliable and repeatable across every display type.
Key Features
The core capabilities we designed and shipped — and the value each unlocks.
24×7 L1 & L2 Desk
Always-on first- and second-line support with diligent follow-through.
Proactive Daily Checks
Scheduled verification of assets, processors and content schedules.
Lifecycle Support
Commissioning, migration, decommissioning and asset creation.
Operational Dashboards & Reports
Live dashboards plus quarterly customer reporting.
Technology Stack
System Architecture
A process-led service architecture: monitoring and remote diagnostics feed an ITSM workflow with defined SLAs and escalation, while dashboards and reporting provide continuous visibility.
UI Showcase
A closer look at the delivered product. Select any image to enlarge.
How It Works
Challenges & How We Solved Them
Challenge
Highly visible assets fail in public view.
Our Solution
Proactive daily checks and monitoring catch faults before the public notices.
Challenge
24×7 coverage is costly to run in-house.
Our Solution
A 100% offshore desk delivers round-the-clock support cost-effectively.
Challenge
A varied estate resists consistent handling.
Our Solution
Standardised runbooks normalise support across display types and players.
Results & Key Highlights
Client Benefits
Future Enhancements
The roadmap we're partnering on to keep compounding value.
Related Case Studies
Dynamic Wayfinding Signage for a Major UK Airport
Read case studyPlatform Reliability & Maintenance for an African EV Leader
Read case study
Support Process & Monitoring Automation for a Fintech Platform
Read case studyReady to Achieve Similar Results?
Let's talk about your challenge. We'll show you how we'd approach it — no obligation.