IT Support Services

1st, 2nd & 3rd LINE SERVICE DESK

The Service Desk provides a vital day-to-day contact between customers, end users, IT services and third party support organisations. At an operational level the focus of the Service Desk is to provide a single point of contact which offers advice, guidance and the rapid restoration of normal services to our customers. The Service Desk will produce benefits for the business and for the provision of service including:

• Improved customer service, perception and satisfaction
• Remote desktop management to diagnose and resolve requests reducing downtime and site visits.
• Experience of a wide range of software and hardware all supported using a standardised ITIL based work process.
• Increased accessibility through a single point of contact, communication, and information
• Improved quality and efficient turnaround to customer requests
• Focused and meaningful management information for decision making
• Improved first time fix rate as a result of all data being captured and learning from historic requests.
• Customer requests aligned with business priority ensuring effort and attention is focussed on key business systems
• Ability to log requests via a number of mediums e.g. telephone, web portal and to track status of a request via web portal
• Automated communication via email during the lifecycle of the request

NATIONWIDE BREAK FIX SUPPORT

Experienced Engineers will provide onsite curative maintenance in respect of supported PCs, laptops, servers and infrastructure hardware where we were unable to handle the request remotely or resolve the incident via the service desk. In addition to curative maintenance we are able to offer assistance with installations, changes, office moves and other operational requirements.

The following benefits are available:

• Access to a nationwide technically certified team
• Reduced downtime as a result of engineers carrying commonly used parts as car stock
• Access to streamlined support via our partnerships with manufacturers such as HP, Microsoft, Citrix.
• A visual inspection of key services / equipment when engineers attend site to identify potential failures before they occur.

Engineers communicate and ask questions whilst performing onsite visits, so can make recommendations on ways to improve how technology is being utilised.