Help Desk
The resolution of critical software issues is only a phone call away
IT departments are subject to increasing pressure to ensure high availability and reliability at the end-user level. Inadequate systems performance and unplanned downtime are highly visible to users and can ultimately be very costly to your business.
The core principle behind Insight Client Solution’s Help Desk service is the receipt, logging and resolution of a software-related IT problem through the managed application of tiered technical expertise.
Multi-tiered Service Provision
Insight Client Solutions provides a comprehensive, multi-tiered ITIL based Help Desk service to our clients. Clients can engage Insight to set up their own technical Help Desk resource onsite for the contract duration period, with coverage tailored to meet the specific requirements. Alternatively Insight Client Solutions has a central Service Centre that you can contact as and when required, operating on a 24 x 7 basis.
Calls are dealt with using a 3-tier support structure, with calls being passed within a time frame to the next tier in order to resolve the problem.
Call Tracking
The progress of the call from initial receipt to resolution is tracked at every stage using the appropriate call management and scheduling systems. Insight Client Solutions provides a web interface providing access to its systems for clients, enabling you to instantly check on the progress of your call. This interface can be tailored to meet client needs and also provides the portal from which the client can view reports on their call activity.
Insight Client Solution’s Help Desk service predominately supports Microsoft and Cisco platforms, however support around other products is can be provided depending on the unique business requirements.
Benefits
- Improved system availability ensures increased end-user 'up-time'
- Simplifies and speeds up the resolution of software issues
- Ability to track the progress of calls through interactive web interface
- Regular reporting and service reviews to ensure a consistent high quality service
- Dedicated professional technical resource can be positioned onsite
Actions & Contacts
