24/7 IT support.
Our experienced engineers are on hand to rapidly assess and solve support issues using our award-winning technical platform. We provide support for tiers 1 through 3, accommodating everyone from end users to technical team members, depending on your requirements.
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Our end-user support service consists of day-to-day end-user problem solving, including password resets or issues with applications.
Technical user/IT manager support
As technology changes so quickly, it can be challenging for IT staff to maintain accreditations and an appropriate level of experience in a wide range of technologies. This is where your technical staff can leverage our technical staff.
Detailed reporting is delivered to you weekly, monthly or as requested, including health status of your environment, antivirus reports, tickets logged by issue type and custom reports.
KPIs & SLAs
Based on your service agreement, we can provide detailed SLA reports outlining the efficacy of our response at each stage of the ticket progression. This gives you a transparent view into our performance.
Root cause analysis
ActionPoint provides in-depth ticket analysis to diagnose recurring issues and put resolution plans in place to stop them happening again.
How we work
We begin by conducting a detailed documentation of your IT environment to ensure our helpdesk team have clear visibility of all aspects of your site and allow for faster resolution times. Incoming issues will be logged via our helpdesk and inputted into our ticket management system. All incoming calls will be prioritised and categorised to indicate how much of an impact the issue has on operations. Our escalation process has been developed and refined over time and is aligned with ITIL and PRINCE2 best practices. Our award-winning technical support platform and processes give the business owner complete visibility into the types of support issues affecting productivity.
Ready to get started?
Contact us today and we can begin discussing your needs. We can quickly provide
you with a sense of our approach, estimated costs and a top-level timeframe.