End-User Support
We provide around-the-clock user support of the customer’s employees. Specifics of the scope of support will be referred to in the customer’s service agreement.
Network and Server Support
We provide around-the-clock support of the customer’s servers and core network devices and services. Specifics of the scope of support will be referred to in the customer’s service agreement.
After Hours End-User Support
We provide extended hours user support of the customer’s employees. Specifics of the hours and scope of support will be referred to in the customer’s service agreement.
After Hours Network and Server Support
We provide extended hours support of the customer’s servers and core network devices and services. Specifics of the hours and scope of support will be referred to in the customer’s service agreement.
Customer Service Portal and Self-Service Ticket Creation and Tracking
Customers have the ability to create and track a trouble ticket on our website. This is convenient for them, and takes workload off our top engineers.
Helpdesk Services
Helpdesk – Provides front-line support services to end-users. It is accessible by phone or email. The Helpdesk provides a responsive service for logging, tracking and resolution of issues encountered by our clients users. The IT Helpdesk is the central communications hub for all IT issues, and ensures clients are well informed of the progress of their problems. It also ensures the timely resolution of issues through a well defined escalation process.
Incident Management
Incident Management is a set of processes whose aim is to ensure any interruptions to normal service for our clients are kept to a minimum, and the client is returned to normal operations as soon as possible. In the event of delays, the Incident Management processes ensure appropriate escalation of incidents to expert staff for timely resolution.
Incident Resolution
The IT Helpdesk is the first point of contact for all IT support enquiries. It is accessible by phone, email, the intranet. Helpdesk staff ensure all incidents are logged accurately and wherever possible resolve issues at the first point of contact. If required, incidents are escalated to expert staff. In those cases the Helpdesk staff ensure timely resolution and maintain communications with the client.
On-Site, Deskside User Support
This hands-on support enables our clients to get the best out of their computing resources and includes assistance with support, maintenance, planning and minor training issues.
Priority Response Level
As a preferred contract customer, response to your issues and requests are handled by a more stringent set of terms, and are given priority over non-contract customers.
Problem Management
Our Problem Management services include the analysis of data recorded by our support staff to determine common causes of outages or incidents affecting large numbers of users, and then managing the process of identification of the root cause of the problem and elimination of the error from the infrastructure. Thus it has an important role in the continual improvement of our client IT Services.
Self-Service Knowledgebase, FAQ and troubleshooting
Automated analysis and repair capabilities empower end users to go beyond manual diagnosis and resolution, leading to significant call avoidance. Single-click access to knowledge articles and automated tasks enable end users to solve low to medium complexity issues instantly—without any technical knowledge.
