There’s nothing virtual about our service desk.
We might specialise in the delivery of cloud based I.T services but we have our own dedicated service desk within the I.T. team for supporting the everyday I.T. needs of our clients and their businesses.
Our service desk personnel are qualified I.T. support providers – able to provide on the spot support for all of your I.T questions and any issues that they require help with.
Our team have the ability to access our client’s network and desktop computers without leaving their desk and can navigate you through a situation until it is resolved.
If you have signed up to the I.T. team’s Managed Services then you will have login access to your own account. From there you can raise new service requests, check on the progress of existing service requests and review the health and well-being of your network.
0800 Number and Email
Service Level Agreement (SLA)
Most of our services come with a Service Level Agreement as a standard feature of the service. If they don’t then an SLA can easily be added to the service. For businesses requiring 24/7/365 up-time we can provide round the clock support as well.
All incidents notified to our service desk are assessed with the client and logged in the I.T. team’s Service Desk Management system.
Where possible the incident will be resolved at that initial point of contact. If the issue is unable to be resolved it will be assigned an SLA priority rating and actioned accordingly.
You will be sent an automatically generated email confirming the notification of the incident. The email will also provide an incident reference number for service monitoring purposes.
Once the incident has been actioned, tested and formally resolved directly with you, the I.T. team will email you advising that the incident has been resolved and is now closed.
The incident record will remain in the I.T. team’s Service Desk Management system should it need to be referred to in the future
Clients that subscribe to one of our Managed Services plans can enjoy a fixed price monthly rate which covers them for a range of services – from patch management through to full on-site support.
All remote support provided by our service desk is captured in 15 minute increments and all onsite support provided by our technical team is captured in 30 minute increments.
We believe the I.T. team’s service delivery model is tune with the needs of our clients and is comprehensive, measurable and great value.