Our Managed Cloud Services are supported by our expert team of engineers who, work round the clock to ensure your services are always on.
A Helpdesk for you
We understand that users have niggles and need support. That’s why we are on hand to help whenever they need us. Our aim is to limit disruption and help them get back to work as quickly as possible.
We understand IT users
Every user is different, and we understand that not everyone has the same level of IT know how. That’s why we get to know your employees and how we can individually support them.
We are qualified and certified
Part of the process of being an IT Expert, is the consistency in what we provide. We manage this through annual certifications and qualifications we complete. It keep us up to date on the latest tech.
Our Promise to you
We understand how important IT is to your business, and supporting you is our main priority. That’s why we will always work with you to keep improving your IT experience.
How we help support you and the tools we use
TICKETING SYSTEM
Our ticketing system tracks all outstanding and closed tickets and is at the centre of our support.
MONTHLY REPORTING
We provide monthly usage & ticket reports to give you an insight to systems and user behaviour.
REMOTE ACCESS
We manage our Cloud systems remotely and we do the same for users. It allows us to fix issues quickly.
MONITORING
Allows us to constantly keep tabs on your IT, as well as provisioning automatic updates.
Our Helpdesk Process
1
CUSTOMER ISSUE
There are two ways of identifying issues. Customers report them directly to us or, we see them in advance through our monitoring service.
2
TICKET RAISED & ALLOCATED
Once an issue has been identified, we open a ticket and assign an engineer. An SLA is applied, and the engineer works on resolving the problem.
3
CUSTOMER UPDATE & TICKET CLOSED
Providing updates along the way and sticking to SLA’s, once the issue has been rectified, the ticket is closed, and the user updated.
We have SLA’s in place to ensure response times are maintained and measured. We are a pro-active and responsive team, when your users contact us, we will aim to help them straight away.
