Our service desk consists of 1st, 2nd, 3rd and 4th level engineers, and using the ‘pass-left’ system, we ensure that tickets are handled by appropriately experienced engineers. All tickets are prioritised and escalated quickly and efficiently.
Our service management processes are built around the principles of ITIL problem, incident, and change management, with service levels determined by ticket impact and urgency.
Our service desk is equipped with “Level Platforms”. This is an exceptional remote support and server/device management tool. Using this and our Cloud Antivirus and Cloud Backup platforms, we can ensure you the very best protection for your business meaning high availability for your systems. All of our tools are managed centrally in “AutoTask”. This is the market leader in ITIL based Service Desk Management software – basically, this makes us super-efficient and speedy!