Wired-IT provides a full range of managed support solutions. With strict ITIL procedures and best-practice support systems to ensure maximum efficiency of your IT infrastructure. Our support options include the following:
Customer Account Management
A dedicated virtual IT Manager who looks after your businesses and will be the main point of contact for all your I.T Service/Support requirements. Covering:
| • |
Service levels and resolution in the helpdesk |
| • |
Management of all third party software |
| • |
Cost management to prevent overspend & introduce cost saving initiatives to customers |
| • |
Security and risk management |
Proactive Server/Workstation Monitoring & Alerting:
We also provide monitoring and alerts for proactive support, to prevent potential system failures or performance issues on servers, switches, laptops and workstations country-wide.
Pro-active Support:
We place utmost priority in proactively managing your servers and workstations/laptops. Our proactive support measures include:
| • |
Automated and manual server maintenance and automated maintenance to workstations |
| • |
Asset tracking country-wide |
| • |
Patch and Security Management 24-7 |
Field Engineers:
We have dedicated field engineers that focus on onsite re-active support requests covering:
| • |
Onsite infrastructure support and error resolution |
| • |
No additional labour charge for call-outs |
| • |
Engineers will communicate to our central Helpdesk engineers for additional support to deliver faster repairs. |
Helpdesk Customer feedback:
Our feedback department oversees the following areas:
| • |
Client support experience – ensuring complete satisfaction of services delivered to each client |
| • |
Site documentation – Complete documentation of each client's IT systems for better delivery |
| • |
Ticket quality checks and customer suggestions |
| • |
Change management – Tracking changes to the environment and how clients are affected. |
|
