How we work
Ninety five percent of our client support work is done remotely. This
provides the following advantages:
-
We can deal instantly with small queries you may have such as
for example how to show folders in outlook, or to create a new
user with
particularly email address. We can also take over your desktop
and talk you through how to do something.
-
We only charge for time taken, and as it only takes seconds to
connect to your systems, this means we only need to charge
for actual work
done rather then the transport. More importantly, it enables
you and your personnel to get on with your core business without
having
to
waste time trying to solve niggling IT aspects.
-
Working in this fashion means we have all your systems information
available to us on our online tracker system, and our client
documentation, hence we can resolve problems very efficiently,
often whilst we
are still talking to you.
Where problems have occurred that cannot be fixed via remote support,
then we have one of two options:
Nearly all our clients use Dell hardware with next business day hardware
maintenance. Where we diagnose a hardware fault, we simply call up dell
and they replace the faulty component through their local maintenance
agent.
If for example a client has deleted system files, we will not waste time
and money trying to correct the fault, instead we download an “image
file” of the machine from when it was built, this returns the machine
to the same state it was when we originally installed it. This can be
done in 30 minutes meaning a very quick and cost effective fix.
|
