IT Support Helpdesk

Every organization is affected by change on a daily basis. For the IT department, management of change has become a key focus area, requiring an increased amount of resource and commitment.

With the services of the increasing dependence of business processes through IT and IT infrastructure has never been more important to ensure that infrastructure changes are handled perfectly. What's more, it requires a detailed knowledge of the business impact of an outage, as well as the ability to control the process to implement improvements and changes smoothly and maintain service availability and performance of the services agreed levels. Our help desk is a Integral Services Center and scalable IT support designed to provide a 24 / 7 support services. The use of support ensures that you can easily streamline service processes and life cycle management of IT services through integrated service capabilities level management. Our technical support provides effective control services to support critical processes and service delivery. For our clients, help desk solution is just a break / fix - is an integral part of their IT strategy. 
Our helpdesk is designed to meet all your IT support needs, whether you need network integration services, IT support or knowledge of highly skilled resources, we can meet the IT support requirements of their businesses. Our services are tailored to the needs of customers and years of experience will help us adapt to the features and functionality required to support a multi-technology providers. 

Incident management - Incidents are faults, errors and issues that users are experiencing within their network. All incidents are logged immediately through our IT Helpdesk.

Key features of Incident management:

Log calls for Customers.

Incidents are automatically routed to teams or individuals based on client and type.

Full service level times and milestones recorded.

Time spent at each action and function recorded.

Link incidents to problems, change requests or known errors.

View asset information e.g. Software installed, hardware specifications.

Check against open calls, user or asset to prevent duplicate calls being logged.

Knowledge management

Within any organization the distribution of knowledge to staff is essential, allowing staff to have the knowledge resource to perform general day to day roles efficiently and effectively. Our helpdesk allows knowledge to be recorded, monitored and distributed to the required teams effectively. Partitioned knowledge bases allow managers to decide on who has the relevant knowledge to support field engineers with any additional technical information that is essential to address a particular site visit.