Service Desk2020-05-19T12:32:59+01:00

Service Desk

TwentyFour IT

With a same day fix response of 90%. Our experienced service delivery team will be on hand to offer instant technical support for all your IT needs.

You have enough to contend with IT does not have to be another headache to add into the mix. We use the latest and most effective service desk software which is aligned with service level agreements (SLA). This ensures you receive the right level of response as soon as you submit a support ticket.

With our Help Desk Support you can benefit from

  • Around the clock status monitoring
  • Available patch management and upgrades as required
  • Eliminate the requirement for ‘manned’ support
  • Remote and onsite equipment maintenance
  • Less dependency on internal resources

What To Expect From a Support Package

Proactive maintenance of your systems is crucial. That is why our service management software is equipped with the ability to address routine tasks such as

  • Time monitoring and Status reporting
  • Incidents and service requests logged and responded to. To meet the industry standard SLA response times.
  • Use of desk ticketing software to categorises the immediacy of an incident/threat, which proactively alerts our team to the issue.
  • Real-time monitoring
  • Audit trails to resolve your issues in a timely and efficient manner.
  • An update of work undertaken and whether the support request or issue has been thoroughly resolved.

Many of our customers request a weekly or monthly report of tickets that have been submitted. With this it information it allows you to view in detail the types of tickets which have been submitted, the resolutions and the duration of time spent on the issue.

Information is also included on issues which have been escalated. This helps you to visually understand how we are taking care of you on our end. This will also include what steps we have advised to be taken, in order to streamline processes. Therefore helping your team get the most from their current setup.

In any business communication is key. As part of your business, we know this is a crucial part of us supporting you. Whether you choose to submit a support request via phone or through email, we will always respond to you. Our team will always acknowledge your request and the ticket will be passed to the best-suited team member to respond to your need.

The support team consists of

First-line engineers – These your first port of call for everyday user issues e.g. new user setup, reset password, computer running slow, run Windows update etc.

Second-line engineers – Provide support for first-line and will also deal with new hardware setups, running updates, restoring backups, assist with onsite IT requirements.

Third-line engineers – offer the highest level of technical support, having experience with network downtime, power outages, server failures. These engineers deal with problem management and where incidents are escalated this team will either work on the issue remotely or attend site to propose the best course of action.

This clear level of hierarchy allows for any business’ support request to be appropriately dealt with by the right level of engineer.

Your network is in safe hands and managed in accordance with the relevant policies and UK regulations. We run extensive tests to ensure our system work for our customers and their businesses. Whilst ensuring the right level of security and adhered to UK industry compliance standards.

It is important that the support you receive fits with your business needs and processes. Your IT data is securely stored in our infrastructure library, along with the relevant administrative rights and user access.

Choose a package which suits your business needs

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