Ensure urgent calls are handled when your teams are unavailable. Our out of hours helpdesk provides 24/7 support, assessing situations, following agreed protocols and coordinating the right response whenever customers need assistance.
Make your initial enquiry here
What’s at risk
Customers, tenants, students and site users may need urgent assistance at any time. Managing emergency calls outside business hours can place significant pressure on internal teams, particularly during evenings, weekends and holidays.
Delays in responding to urgent issues can affect customer experience, operational efficiency and business continuity. Whether it's a maintenance issue, security concern or other urgent situation, organisations need a reliable way to ensure calls are assessed and the appropriate action is taken quickly.
How we help
Our out of hours helpdesk provides a single point of contact for urgent calls outside normal business hours. Calls are handled by trained operators working from our secure Alarm Receiving Centres (ARCs), who assess each situation and follow agreed escalation procedures.
Urgent matters can be actioned immediately, while non-urgent enquiries can be logged and passed to the appropriate team for follow-up. This helps ensure a consistent, professional response 24 hours a day, 365 days a year, giving your customers access to support whenever they need it.
What sets us apart
Unlike many providers that rely on a single facility or outsourced operations, Securitas operates two dedicated Alarm Receiving Centres (ARCs). This dual-site approach provides enhanced resilience and business continuity, helping ensure support remains available even during technical issues, local disruptions or power outages.
Calls are handled by trained operators who follow your agreed procedures, giving you confidence that urgent situations will continue to be managed effectively. The result is reliable out of hours support, 24 hours a day, 365 days a year.
Benefits
Build your solution
Out of hours helpdesk is one part of keeping your people, sites and operations supported around the clock. By combining it with other Securitas services, we can create a tailored solution that matches your risks, operational requirements and customer needs. Together, these services help ensure incidents are identified, managed and resolved efficiently.
Live reporting of all events keeps you in the know on the MySecuritas database. Each action is logged, so any events requiring escalation have a paper trail, and you’re always kept informed.
Pull data, create reports, share with stakeholders and measure your return on investment, all from one intuitive platform.
See key trends, spot patterns, and find areas for improvement with useful statistics. With MySecuritas, you can use what you’ve learned to make your organisation’s security even better.
Keep your team updated, control who has access to your site, order additional services and support. With MySecuritas, you can act quickly, plan ahead and keep everything running smoothly.
FAQs
Still have questions about how out of hour helpdesks work? We’ve answered the most common queries below to help you understand how our service supports your people.
An out of hours helpdesk provides support outside normal business hours, ensuring urgent calls are managed when your team is unavailable. The service operates 24 hours a day, 365 days a year, helping organisations respond to incidents and customer requests around the clock.
The service can manage a wide range of urgent and time-sensitive calls, including maintenance issues, facilities management requests, security incidents and customer support enquiries. This can include calls from students, staff, tenants, visitors or contractors, depending on your organisation's requirements. Calls are handled according to your agreed procedures and escalation pathways.
When an urgent call is received, trained operators assess the situation and follow pre-agreed protocols. Depending on the nature of the incident, they can notify key contacts, arrange contractor attendance or initiate the appropriate response.
Yes. The service is tailored to your organisation's requirements. We work with you to develop call handling and escalation processes that align with your existing procedures and response plans.
No, our service integrates seamlessly with your existing systems, requiring no additional devices or hardware.
Non-urgent enquiries can be logged, recorded and passed to the appropriate person or department during normal business hours. This helps ensure urgent issues are prioritised while important information is not missed.
Many organisations use our out of hours helpdesk to reduce the need for an in-house team to manage calls during evenings, weekends and holidays. This can help lower operational costs while ensuring customers continue to receive professional support.
Yes. The service is available 24 hours a day, 365 days a year, including evenings, weekends and public holidays, helping ensure support is available whenever it is needed.
Yes. Out of hours helpdesk can be combined with services such as alarm monitoring, incident management, CCTV monitoring and lone worker protection to create a tailored solution that meets your organisation's needs.
Our out of hours helpdesk ensures urgent calls are managed when your team is unavailable. Available 24 hours a day, 365 days a year, we provide professional call handling and escalation support to help your business run smoothly outside normal business hours.
Make your initial enquiry here.
Insights
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