Reactive Services

Fast and effective IT Managed Service for all IT related incidents, requests and problems. Our aim is to achieve the fastest and most effective resolution of tickets possible.

Service Desk

The Service Desk is the single point of contact for all service-related requirements. It’s also the focal point of our remote end-user support services. Using our Service Desk as a front-end to the IT Support functions is critical for several reasons. These include:

 

  • Provision of a formalised, simple and seamless process
  • Coordination of activities
  • Management reporting on usage and throughput statistics
  • Assignment of the correct resource to a problem
  • Performance management

Irrespective of the nature of their IT problem, clients can dial a single local number that will be answered by our Service Desk. From that moment, we will manage the user’s call through to its resolution. The clients may also log a call via email, which is often a more efficient way of gathering technical details such as screenshots or error messages.

All calls are logged on our ticketing solution. This product offers many benefits including call life-cycle management, fast/intuitive call logging, service level agreement escalation and notification/reporting facilities. The call logging service operates 24 hours per day. Call management processes operate from 08h00 to 16h00 daily, excluding weekends and public holidays. Although, they can be tailored via the service level agreement (SLA) to work within your business hours. All calls/tickets are logged by the Service Desk, irrespective of who will be responding. The reasons for this include:

 

  •  Provision of a single point of contact for the user
  • Ability to provide management statistics covering all IT-related calls

 

All calls are automatically allocated a unique number. All details as presented by the user will be recorded. The call will then be allocated to the most appropriate support team member. If a ‘first line fix’ cannot be put into action, a second line support technician will contact the user. The second line support technician will then carry out the problem-solving process.

Whilst this is happening, the Service Desk will be monitoring the call. This is to ensure that any agreed service levels are being adhered to. Such monitoring will extend to the full lifecycle of the ticket, regardless who the resolver may be. Clients can request us to configure appropriate severity levels and service categories. All calls will be assigned and monitored accordingly.

Once a call is resolved between the resolver and the user, we provide a ‘Customer Care’ service. This is whereby the Service Desk will contact the user to ensure they are satisfied with the resolution. If necessary, the Service Desk will re-open the call. Calls that are determined to require third-party involvement will still be managed by us.

Examples of such third-party involvement include a specialist software provider, ISP or hardware-related call. In these instances, the call is tracked against any service level agreements we already have in place with these third-party vendors. We actively monitor all outstanding issues and resolves them on the customer’s behalf. A monthly report will be supplied to the client’s management, detailing various Service Desk statistics.

First Line Support

All tickets/issues/calls or problems are received by our team of first-line support technicians. This team works under the discipline of the Service Desk and is coordinated by the Service Coordination Function. The first line team have 30 minutes to resolve an issue. After this, they move the issue to the second line support team.

Second Line Support

The second line support team receives an issue directly, depending on its severity level. Under normal circumstances, the second line team will work on an issue or problem for 60 minutes. If a resolution is not imminent, then the second line support technician will move the issue to the next level.

Third Line Support

The buck stops here. The reactive team has a third line support function and is given 210 minutes to resolve. If they need help, then the CTO’s office and the Senior Technologist get involved. If vendor support is required, this is where we manage the vendor escalation. Very few companies have our ability to handle the tough problems that do happen, but we can.

Field Support Services

This is the mobile element of the command centre. The field service technicians are our road warriors and provide services on the client sites. The technicians do as they are directed and scheduled by the Service Desk. These technicians are multi-skilled & all have many years of end-user support experience behind them.

Onsite Resources

These resources are dictated to client sites, be it for a day, a week or full time. Onsite resources are an extension of the Command Centre onto the client site. They also work directly under the control of the Service Desk. All Service Desk processes apply to onsite support technicians.

Contracted Resources

Contracted resources work directly for the client. The client manages the day-to-day workload and tasks the contracted resources accordingly. Contracted resources do not use the Service Desk.

After Hour Support

Our Command Centre is manned between 07:30 and 17:00 on workdays. After that, we switch to a standby service. This standby service is for emergencies and is manned by our most experienced support technicians.

Allow us to take you for a coffee.

would you like to know more? Let’s grab a cup of coffee and have a conversation about how you are using technology in your business. We’ll even bring the coffee. wink

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