Call and Incident Management

All calls are logged using our leading edge Helpdesk product. This offers significant benefits including easily accessible call history data that enables you to track service levels effortlessly and also helps identify opportunities for service improvement or user training needs. A unique number is allocated to each call and once the relevant details are taken, the request is passed to the appropriate support team. The support team members, who can be AssurIT`s staff, your own staff or third party suppliers, contact the user to carry out problem determination and resolution. While this is taking place, AssurIT monitors the elapsed time to ensure the appropriate service level agreement is being met. Calls that might exceed service level agreements are escalated to ensure that incidents are given the attention they require. Each call is given a severity rating of high, medium or low and depending on the rating allocated, different service levels will apply. The actual response times are agreed in advance and form part of your service level agreement. This methodology is used irrespective of the service or type of request logged, with all calls remaining the responsibility of AssurIT until closed.

Ask for a Helpdesk Quote..