We provide helpdesk coverage from 8am through to 6pm and the ability to deliver out of hours help in addition to this. All support is provided within agreed SLAs, defined at the start of the agreement.
All inbound calls to the Helpdesk are logged and ticketed and dealt with according to the SLA. The ticket is sent to the end user in the form of an email depicting the problem raised and an approximate resolution time. Each follow-up call made by the user or by Helpdesk will have notes of the call added to the ticket, so that there is an audit trail of actions taken. When the issue is resolved the end user receives an email detailing the actions taken to fix the issue.
Using a remote take-over tool we are able to access end users machines and are often able to solve issues via the phone. Some of our customers have a contract, which gives them an engineer on site for a guaranteed number of days per month. This enables them to collate non-essential desktop and server work to be carried out when the engineer is on-site, for example the setting up of new starters machines, printer hard ware issues etc. Of course, all emergency work, which cannot be fixed over the phone, or by remote access, will have an engineer attend the site in accordance to the contract and SLA in place.
Some of our larger clients have engineers permanently based on site, or guaranteed number of engineers’ days on site each month, in addition to our helpdesk.
At the end of each month each customer is sent a report that depicts the activities for the month. The remote details the amount of tickets raised on a cumulative basis, so call rates and typical response times are visible. In addition we will report on items such as the number of Spam emails caught, the amount of viruses detected and stopped, the amount of hits to a website etc. In addition any project work is reported on, such as the rollout of new equipment, software updates applied to servers and desktops. All major events (server outages for examples) are reported and full details are provided on how the issue was resolved and how to prevent future reoccurrences. Additionally the monthly report will detail the current SLA targets (percentage of outstanding calls, call closed in the month etc). Larger clients have a monthly review meeting to discuss and review the contract and all outstanding issues and project work.
For more information and to talk to a consultant please call 0800 082 7001 or we can
contact you.
