Help Desk

You Know You’re Covered

Our assistance is at hand should you ever need it, making sure that everything runs smoothly even when it doesn’t.

Starting in the early morning with our staff and transitioning to throughout the day and after hours. This allows us to deliver genuine 24/7 coverage for our customers.

Flexible Team Structure for the Best Issue Approach

Our help desk consists of 1st, 2nd, and 3rd level engineers with a tiered escalation structure ensuring that tickets are handled by appropriately experienced support technicians, and that tickets are escalated where necessary.

With over 6 IT help desk staff, we use multiple teams to support different groups of clients. This support structure allow us to provide the communication and familiarity benefits of smaller teams, while taking advantage of the depth of our support expertise when required.

Good Definition is a Halfway to Solution

Our service management processes are built around ACTIV8 Principles of the issue, incident, and change management, with service levels determined by ticket severity and impact.

Unlike many service desks, our technicians have experience in both remote support and face-to-face on-site support. We actively rotate our technicians into customer facing on-site positions in order to familiarize themselves with the real world needs of end users. This process allows them to deliver more appropriate assistance over the phone or via remote control sessions.

IT Help Desk Technology for the win

Our help desk team is armed with the best remote support and service desk software available on the market.

Our ticketing system is ACTIV8 in house based and runs on a flexible SQL server database allowing a range of custom reports and SLAs to be configured and managed.

ACTIV8 Help Desk Advantages

  • Team with hands-on & face-to-face support experience
  • Most advanced remote support software tools on the market
  • ACTIV8 based service methodology and professional team management
  • Complete 1st through to 3rd level expertise backed by engineering specialists
  • Professional service delivery management and team leaders
  • Comprehensive ticketing tool with workflows and SLA measurement and management
  • 24/7 coverage
  • 10 years of experience; over 3,000 users supported

Infrastructure and application support is available.