IT Support

IT services support for your users, systems, and applications. Based on the ITIL framework, the backbone of Merlin’s IT services is its service management office, which provides strict quality assurance, as well as highly disciplined reporting, process, and implementation service.

 

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Customer Support

Providing you with highly skilled and professional, multi-channel customer service centres that support your products and
services for your clients.

 

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Projects and Consultancy

Over the past 24 years, Merlin has built a successful global support services business. As a result, we have a wealth of experience and expertise that can help our clients implement, deliver, and improve their IT and customer support services as well as their technological solutions.

 

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2
3
contacts per year
24
european and asian languages
120
countries in which we support end users
24
years in business
24
7
365
support, ensuring your customers are cared for anytime, anywhere

What Our Clients Say About Us

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Merlin have provided customer support for our Consumer range of products for over 10 years. Their professionalism, attention to detail and focus on pinpointing call drivers ensures that our customer base receives timely, top class support on our Consumer range of products.

- EMEA Support Manager, Trend Micro

Merlin continually delivers services beyond our expectations and continues to remain flexible and adaptable to our changing business needs. They completed the transition of services to Manila without fault and without any impact on our customer satisfaction

- VP Global Customer Care, Oracle

James and the entire Merlin team have demonstrated a true partnership approach with ISS and they invest time, resource and finances up front for the long term benefit of both organizations. They know how to have fun whilst delivering a first-class professional service. The perfect partner!

- Global Solutions Director, ISS Asia Pacific

Outsourcing made simple.

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Merlin: Multilingual Technical & Customer Support Outsourcing

Founded in 1991, Merlin is an expert in the delivery of high quality, personalised IT and Customer Support Solutions to blue chip companies around the world.

Leveraging its operational centres in the UK, Central Europe and Asia, Merlin is able to provide a truly blended, low cost, multi-lingual, 7 x 24 hour support capability covering:

  • IT Service Desk
  • Technical Customer Service Centres
  • Desk Side Support
  • Infrastructure & Data Centre Support
  • Implementations & Roll-outs

Delivered to the highest standards and using ITIL best practices, Merlin’s Professional Services team creates customised solutions according to our clients exact business requirements.

Merlin’s innovative thinking and creative technology solutions have helped companies challenge the way support is delivered; improving customer experience, efficiency and quality whilst driving down costs. It is this combination of our people and technologies that has made Merlin the unique company it is today.

Our passion, honesty and integrity have created a culture that encourages commitment and dedication to our clients and staff. Over eighteen successful years in business has led us to conclude that our relationships thrive because of Merlin’s:

  • Ability to consistently deliver first class support services regardless of location
  • Drive to deliver least cost solutions without compromising quality
  • Shared values and a partnership approach to business relationships
  • Flexibility & ‘can do’ attitude

Merlin is more than just a vendor to our clients; we’re a trusted partner in business. We are proud that some of the world’s largest companies have put their trust in us!

Specialties
Managed Services, IT Service Desk, Customer Support, Technology Solutions, Enterprise 2.0, User Self-Service Technologies